How Atwater Dental Care took its missed-call rate from 34% to 0%.
Atwater Dental Care put Grace on its phones. In month one she brought in $15,962 in added production.
One practice, first month.
- in added production
- $15,962
- missed-call rate
- 34% to 0%
From the practice’s own call logs.
“I was against it because it would sound like a computer, but honestly, with your system, it sounds like a normal human being.”
Read the video transcript
- Interviewer: How many people do you think this AI actually caught?
- Atwater team: I don’t know. 10? You know, I think we have had 10 a month.
- Interviewer: It’s more than 10. So as we counted it, it was 32.
- Atwater team: I was surprised. Even though I look at it often, I guess I wasn’t totaling it up.
- Interviewer: A lot of them actually came in when you guys were closed. What would have happened before, honestly, in your experience?
- Atwater team: I think they would have left a message, hopefully, and we would have called them back. They may hang up. Who knows if they’ll call back, but hopefully they will.
- Interviewer: How many people have been through that front desk over the years?
- Atwater team: Probably 10.
- Interviewer: 10 receptionists? Tell me about the last time somebody quit the front desk, and how long was that seat empty?
- Atwater team: It was a year ago, and we were short for six months till we found the right employee.
- Interviewer: And who was answering the phone during that time?
- Atwater team: I was going through answering machines, and sometimes we didn’t get to the answering machine on time.
- Interviewer: This is every call Grace answered last month for this practice, whether the staff was busy or they were just out of the office. Here is one of them. This is exactly where it went. And here it is on Open Dental, right here. Existing patient requested [the doctor] to check scratches on his crowns. It went in completely on its own when the staff was busy. Nobody touched it, and there were 32 of those.
- Interviewer: What did you honestly think when somebody told you they wanted to put an AI into your phone lines?
- Emad H., DDS: I was against it because it would sound like a computer, but honestly, with your system, it sounds like a normal human being.
- Interviewer: Did anybody on your team think they were about to be replaced, and what actually happened to their workload?
- Emad H., DDS: No. Actually, it helps a lot, especially if my receptionist is on the phone and then another phone call comes in. That’s like a second hand.
- Interviewer: How much additional production do you think this AI has brought to your practice?
- Emad H., DDS: I don’t have these numbers. I have to ask the office manager.
- Interviewer: But if you were to guess?
- Emad H., DDS: 10 grand a month?
- Interviewer: $15,962 additional from the AI. What do you think about that, honestly?
- Emad H., DDS: That’s awesome.
- Interviewer: And were you expecting that?
- Emad H., DDS: No.
- Interviewer: That’s everything she did in the first month in one small practice.
Hear what those calls sound like.
This is a test call to Grace, set up the way she answers at Atwater.
Hear Grace take a call
0:00 of 1:50
- Grace:Thanks for calling Atwater Dental Care. This is Grace. How can I help you?
- Caller:Hi Grace, I just moved into town and I was wondering if you guys are accepting new patients, and if you guys accept Aetna PPO.
- Grace:Yeah, welcome to the area. We are accepting new patients and we’re in network with Aetna PPO. What were you needing to come in for?
- Caller:Just a cleaning and an exam.
- Grace:Alright, so let’s get your info down. What’s your first name?
- Caller:Sam.
- Grace:Okay, Sam. And your last name?
- Caller:Wilson.
- Grace:All right, Sam Wilson. Were you thinking morning or afternoon for your visit?
- Caller:I’m only available Thursday morning, so just whatever Thursday in the next month you guys have available in the morning.
- Grace:Okay, so you’re looking for a Thursday morning next month. One sec, let me take a look here and see what’s open.
- Grace:All right, so for Thursday morning next month, I’ve got an 8 o’clock or a 10 o’clock. Does either of those work for you?
- Caller:Yeah, 8 o’clock is good.
- Grace:Okay. All right, got you down for 8 o’clock Thursday morning. And what’s your date of birth?
- Caller:11-12-98.
- Grace:November 12th, 1998. And a good callback number for you?
- Caller:Give me a callback at 209-555-0113.
- Grace:Okay, 209-555-0113. Did I get that right?
- Caller:That’s good with me, yeah.
- Grace:Okay, Sam, so I’ve got you down for Thursday, August 6th at 8 o’clock in the morning. Did I get that right?
- Caller:That’s perfect.
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Call Grace yourself(620) 293-6808