The challenge
A 6-clinic dental group across Mumbai and Pune was losing 9 minutes of average hold time at peak. 60% of inbound calls were scheduling, intake or repeated FAQ — pricing, root-canal turnaround, post-op care. The Practo Ray EMR had patient records but no live link to the front desk telephony, so every booking was retyped twice. Patient NPS was sliding and same-day cancellations were not being backfilled.
How we deployed
- Deployed a Twilio-backed AI receptionist on the main number across all 6 clinics.
- Wired the agent into Practo Ray for live slot lookup, booking and patient-record write-back.
- Built a multi-modal intake parser that reads new-patient forms straight into the EMR.
- Triggered a 3-touch WhatsApp reminder + reschedule sequence 48h, 24h and 2h pre-appointment.
- Routed cancellations into an instant waitlist outbound to fill the slot inside 30 minutes.
- Retrained front-desk staff on chairside hospitality and treatment plan upsell.
What changed
- Front-desk phone time dropped 42% in 28 days across all 6 clinics.
- No-show rate fell from 14% to 9.1% inside one quarter.
- Same-day cancellation slots filled 38% more often via instant waitlist outbound.
- Average patient hold time at peak fell from 9 minutes to under 40 seconds.
- Payback against deployment fee hit on day 19.
"My team used to apologise for keeping people on hold. Now they greet every walk-in, and we actually fill the cancelled 4pm slots."
— Practice Manager · 6-clinic dental group