AI Voice Agent for Inbound Calls
A private dental group operating two clinics.
Industry
Healthcare
Services Deployed
AI Voice Reception & Scheduling System
Background
The group offers general and cosmetic dentistry across two clinics sharing a small administrative team. Telephone remained the dominant booking channel for their patient demographic, particularly for older patients and rebooking enquiries.
Challenge
Reception staff were managing in-clinic patients alongside inbound calls, leading to a missed-call rate of approximately 20% during peak hours. No-shows averaged 15% of booked appointments, partly attributable to inconsistent reminder calls. Hiring additional reception staff was not considered commercially viable.
Approach
A voice agent was deployed across both practices to answer inbound calls, handle new bookings and rebookings, manage cancellations, and run an automated reminder sequence the day before and morning of each appointment. Clinical questions and complex cases continue to be routed to a human receptionist or clinician.
Results
Missed-call rate, reduced from approximately 20%.
No-show rate, reduced from 15%.
Per month in recovered revenue attributed to reduced no-shows.
Reception team able to focus more consistently on in-clinic patient experience during peak hours.
Our concern was that patients would resist speaking to an AI. In practice, the calls are short, accurate, and most patients don't comment on it at all — which is exactly what we wanted.Practice Manager
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