The Client
BrightSmile Dental is a growing dental practice with 5 locations and 20 dentists. They pride themselves on high-quality care, but their administrative operations were struggling to keep up with their growth.
The Challenge: The Front Desk Bottleneck
The front desk staff was overwhelmed. They were juggling checking in patients, processing insurance payments, and answering phones. As a result:
- Missed Calls: 30% of inbound calls went to voicemail. Most new patients do not leave a voicemail; they just call the next dentist on Google.
- After-Hours Loss: The clinic was closed on weekends and after 5 PM. Patients trying to book appointments during these times were lost.
- Staff Burnout: Receptionists were stressed and making mistakes with scheduling.
Dr. Smith, the owner, said: "We were spending thousands on marketing to get the phone to ring, only to not answer it. It was like burning money."
The Solution: An Always-On AI Receptionist
Aiotic deployed a custom AI Voice Agent to handle all inbound calls.
1. Natural Language Understanding
We built the agent using Vapi.ai's low-latency infrastructure. The AI can understand complex intents, such as "I have a toothache and need to see Dr. Jones," or "Do you accept Blue Cross insurance?" It speaks with a warm, professional tone that matches the clinic's brand.
2. Deep Integration with Dentrix
The AI isn't just a talking bot; it has read/write access to the clinic's schedule. When a patient asks for an appointment, the AI checks real-time availability across all 5 locations. It can say, "Dr. Jones has an opening tomorrow at 2 PM or Thursday at 10 AM. Which works better for you?" and book the slot instantly.
3. Emergency Triage
We programmed strict guardrails for medical emergencies. If a patient mentions "severe pain," "bleeding," or "swelling," the AI immediately prioritizes the call and transfers it to the on-call emergency line, sending a text summary to the doctor simultaneously.
The Results
The system went live in October. By December, the results were undeniable.
- Zero Missed Calls: Every single call is answered on the first ring, 24/7.
- Revenue Growth: The clinic booked an additional 40 appointments per month that would have otherwise been lost. With an average patient value of $375, that is $15,000 in new monthly revenue.
- Staff Relief: The front desk is quiet. Receptionists can focus on the patients in the waiting room, providing a 5-star in-person experience.
"I was skeptical that an AI could sound human enough. But patients love it. They love that they can book an appointment at 10 PM on a Sunday. It's a game changer." — Dr. Smith, Owner
Stop Missing Calls
How much revenue are you losing to voicemail? Let Aiotic build a custom voice agent for your practice.
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