A dental clinic chain got an AI front desk, and its chairs no longer sit empty
A third of evening calls went unanswered, and one patient in six never showed up. Now booking runs 24/7 in chat and by phone, reminders and reconfirmations go out on their own, and a freed-up slot goes straight to a patient on the waitlist.
- Client
- Dental clinic chain in Ukraine3 clinics, 11 chairs on one schedule
- Service
- booking, reminders, waitlist
- Status
- In production at the client24/7 booking in chats and by phone at all three clinics
- In numbers
- No-shows: 17% → 6%+UAH 180,000 in revenue a month
The “before” figures, the result and the payback are per client data.
The client's situation
The chain of three dental clinics with 11 chairs booked patients only through front desk staff and only during business hours. A third of the calls after closing went unanswered, and during the day the administrators spent more time on the phone than with the patients in front of them.
One patient in six, 17%, missed the appointment without warning. The chair and the dentist sat idle, and nobody had time to fill the cancelled slot with another patient.
of patients missed their visit without warning
per client datacalls after closing went unanswered
per client dataacross three clinics on one schedule
per client dataThe main ruleAI books and reminds, a human handles the hard cases: the administrator personally confirms bookings for implants or surgery, complaints and medical questions.
What the system does
- Books patients 24/7 on Instagram, Viber and the website, so a message at nine in the evening becomes an appointment.
- Takes calls after closing and at peak hours, and no evening call gets lost anymore.
- Sees the schedule of all 11 chairs in the three clinics and offers a specific time, dentist and clinic, so the patient can choose in a single message.
- Knows the services, the dentists and how long each procedure takes, so it books a visit of the right length with the right specialist.
- Sends reminders a day and 3 hours before the visit and asks the patient to confirm, so nobody forgets the appointment.
- Follows up with patients who have not confirmed and offers to reschedule, so the clinic learns about a cancellation in advance and gives the time to someone on the waitlist.
- Offers a freed-up slot to patients on the waitlist right away, and the chair does not sit idle.
- Hands complex treatment, complaints and medical questions to the administrator with a short summary of the conversation: the administrator confirms such bookings personally.
- Reminds patients about follow-up visits and checkups after treatment, so they come back without a call from the clinic.
- Shows the manager yesterday's summary every morning: how many reminders went out, how many cancellations were filled from the waitlist, how many calls were answered at night.
The architecture in plain terms
Chat messages and calls reach the AI front desk, which sees the schedule of every clinic and books the visit. Reminders, reconfirmations and the waitlist run on their own, and complex bookings go to the administrator.
- Data
- schedule of 11 chairsdentists and servicesprocedure lengthwaitlistvisit history
- Roles
- administrator: complex bookingsdentists: schedulemanager: morning summary
How it works
- patient · chat or callInquiryInstagram, Viber, website, phone, 24/7
- AI front deskFinding a timeDentist, clinic, service, free slots
- systemBookingA visit of the right length in the schedule
- administratorComplex treatmentImplants, surgery, complaints and medical questions
- AIRemindersA day and 3 hours before, with a request to confirm
- AIReschedulingAnyone who has not confirmed gets another question and an offer to reschedule
- systemWaitlistA freed-up slot goes straight to the next patient
- AIFollow-up visitA checkup after treatment
Reminders on their own cut no-shows by only a few percent. The real difference came from reconfirmation, which turns a no-show into a cancellation made in advance, and from the waitlist, which fills that slot with another patient right away.
Result and payback
of patients miss their visit: 2.8 times fewer
per client datain revenue a month across the chain: chairs that used to sit empty are now taken
per client databooking in chats and by phone, evening calls no longer get lost
per client dataProject payback: ≈3 months per client dataPatients who used to skip their visits now sit in the chair, and the waitlist fills cancellations: +UAH 180,000 in revenue a month at a margin of ≈55% pays back the system in about 3 months.
What is running
- running
24/7 booking on Instagram, Viber, the website and by phone, across the schedules of all three clinics
- running
Reminders a day and 3 hours before, and reconfirmation for patients who stay silent
- running
A waitlist that fills cancellations right away, and follow-up visits after treatment
- running
Complex bookings through the administrator and a morning summary for the manager
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