Mark Harrop Business Development Manager

May 15
2017

Talking to pets habit needs to be applied to human communications

People who talk to their pets can breathe a sigh of relief, as they are more intelligent. So says new research suggesting that anthropomorphising (giving human minds and names to animals and objects) is a sign of smart rather than stupid pet parents. Pet insurance technologist Aquarium Software says the pet insurance industry can learn lessons from these findings too, and encourages better communications between insurer, pet parent and vet.

According to behavioural science professor Nicholas Epsey, if you debate with your dog or chat to cats, it is a sign of intelligence and imagination. The most common form of this in action is humans giving names to inanimate objects and talking to them - like cars, computers and indeed, software.

“This is one story all pet parents can identify with, myself included,” said Aquarium Sales and Marketing Director, Mark Colonnese. “At Aquarium we give our software names when we could just use numbers. It is nice to discover it is a sign of intelligence and that we are following a tradition as old as mankind itself. The interesting point is, this is all about communication. It has always been good to talk and technology doesn’t alter that fact. What good technology does, however, is remove the need for a human conversation in the many examples where efficiencies and consistencies can be gained from automation.

“Our own technology at Aquarium allows for seamless communication between the pet parent policy holder, the insurer and indeed the vet, so decisions are taken with all available data and not in isolation.” Colonnese argues that Big Data solutions are critical to keeping the cost of polices low. More importantly, this means more pets receive the treatment their owners might otherwise be unable to afford. “Technology has an absolutely vital role to play in customer service and retention and this all comes down to what we call the customer journey,” added Colonnese. “People expect a service and any company that knows a customer’s details, including the name of their pet has the potential to make a favourable impression. A genuine, fully joined up holistic approach is going to deliver better pet patient outcomes and repeat business.                                

“We have called for a central pet register as one way pets, vets and insurers could be linked to deliver healthier pets and premiums, added Colonnese. “Today’s software makes it easier than ever for us all to talk together; the human conversation will never be dead, but we strive to ensure it is better informed by intelligent, real time data,” concluded Colonnese.