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HEALTHCAREFrictionless Triage / Intake

−40% reduction in front-desk phone time.

AI handles intake, scheduling and FAQ across 6 dental locations. Front-desk staff redeployed to higher-value patient experience work.

FRONT_DESK_LOAD
−40%
NO_SHOW_RATE
−27%
PATIENT_NPS
+14
LOCATIONS
6

The challenge

A 6-location dental group had front-desk staff drowning in call volume — 60% of which was scheduling, intake forms, or repeated FAQ. Patients were on hold for 9+ minutes during peak. NPS was tanking.

How we deployed

  • AI receptionist on the main number — handles 80% of scheduling, intake and FAQ.
  • Multi-modal extraction agent reads new-patient forms straight into the EMR.
  • Reminder + reschedule sequence cut no-shows.
  • Front-desk team retrained on patient hospitality, not paperwork.

What changed

  • Front-desk phone time dropped 40% in 21 days.
  • No-show rate fell from 14% to 10.2%.
  • Patient NPS climbed 14 points across the network.
  • Locations 7 and 8 were absorbed without adding any front-desk headcount.
"My front desk used to apologize. Now they actually have time to be hospitable."

— Practice Manager · 6-location dental group

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