Labterna
Labterna provides an AI phone assistant named Merel that answers calls for veterinary hospitals after hours, weekends, and holidays. Merel follows each hospital's own triage protocol, asks up to five questions word-for-word, and immediately connects red-flag emergencies to the on-call team. The system delivers summaries with a five-color urgency scale to the team's inbox and supports Dutch, English, German, and French.
- AI Agents
- Biotechnology
- Pet Technology
- Artificial Intelligence
- Healthcare Technology
- Software Only
Funding
Founders
Founder details are not available yet.
Product
Problem
Veterinary hospitals receive many calls outside opening hours, but only about 25% are true emergencies. The remaining calls still require staff to answer the phone throughout the evening, or they wake up an on-call veterinarian unnecessarily, consuming time and resources.
Solution
Labterna provides an AI phone assistant named Merel that answers calls for veterinary hospitals after hours, on weekends, and on holidays. Merel follows the hospital's own triage protocol, asking up to five questions word-for-word from the protocol, and immediately connects callers with red-flag emergencies to the on-call team. For non-urgent calls, she provides advice and a next step, then delivers a summary with an urgency color code to the team's inbox. The system is configured to each hospital's specific rules, opening hours, and protocols, and every conversation is recorded and available for review.
Target Audience
Primary customers are veterinary hospitals and veterinary practices that need to handle after-hours phone calls without keeping staff on the phone all evening or waking on-call veterinarians unnecessarily.
Features
- Protocol-driven triage based on the Veterinary Triage List, developed with researchers from Utrecht University and the University of Bern, and tested on 485 dogs and cats
- Five-color urgency scale (red to blue) with target response times, from immediate to within 4 hours, consistent across phone, front desk, and veterinarian
- Automatic call summaries with urgency color and outcome delivered to the team's inbox, including calls that were not connected
- Immediate call transfer for red-flag emergencies, even mid-sentence, and for callers who say "spoed" (emergency) or "medewerker" (staff member)
- No medical advice: Merel never gives medication, dosages, or diagnoses; for mild complaints she offers brief home care advice with instructions on when to call back
- Multilingual support in Dutch, English, German, and French
- Works with existing phone systems that support call forwarding, such as 3CX, Voys, and KPN EEN
- Data stored in the EU (Frankfurt), with recordings deleted after 90 days and no data used for AI model training