Dentsy is the AI phone system for dental practices that answers calls, posts a full call transcript and summary to your PMS, and feeds back valuable insight into your business. That’s the broad overview, but how does it work in detail? Here’s the step by step view from the dashboard.
What happens before the phone even rings?
Dentsy receives the caller ID and checks it against the client database. If the number matches an existing patient, Dentsy pulls the client name, details, treatment and payment history from the PMS. It then displays everything the receptionist taking the call needs on a smart caller pop-up. As a result, the receptionist can greet the caller personally with all their details on hand. It’s a great first impression that patients appreciate, particularly when they’re in pain or an emergency situation.
If the call comes in from a new patient, fresh data will be saved at the end of the call, ready to populate a new record.
What happens during the call?
Time is often of the essence in dental care. With Dentsy, there’s no need to spend 30-45 seconds recapping key details just to start the call. The receptionist can welcome the caller back and pick up from the most recent point in the conversation, maintaining momentum in the patient relationship.
The agent answers the call
Consider the difference between these two greetings:
“Bright Smiles Dental Clinic. Brian speaking. How can I help?”
And
“Good morning, Mr. Wilson. You’re speaking to Brian. I see that you’re due for your annual check-up soon. How can I help today?”
By enabling option 2, Dentsy provides the patient-centric opening that sets your clinic apart.
The patient explains what they need
With a traditional phone system, the receptionist finds themselves trying to maintain a professional conversation at the same time as noting down the key details. This makes it all too easy for errors to creep in or misunderstandings to occur. There is no guarantee that either party will spot the gaps before the call ends. In a dental scenario, that can have serious consequences for both patient and practice.
Dentsy’s AI phone system takes care of the notes automatically, recording, transcribing and summarising the call content. It then posts everything to the PMS.
At a glance, anyone on the team can see:
- What was the purpose of the call? It could be an inquiry, callback, payment or complaint, for example.
- What are the next steps to take?
- Who are these next steps assigned to?
- What is the deadline?
If the AI Receptionist answers
From the perspective of the caller, there is no discernible difference initially if the call is taken by the AI receptionist. This would be most common during busy periods, to capture overflows, or during out of office hours.
Dentsy AI receptionist answers calls 24/7 and can complete the same actions as a human agent:
- Booking appointments
- Taking payments
- Answering basic queries
- Confirming details
What if the call is an emergency?
If an urgent call comes in during office hours, Dentsy ensures that it is answered. That’s already a welcome upgrade on standard phone systems. Subsequently, Dentsy will escalate the call to a clinical professional immediately. At no point will the AI receptionist offer clinical advice.
What does Dentsy do after the call ends?
Busy dental receptionists know that when a call ends, the note updates begin. It’s often a challenge to find the time to add updates to the PMS when there are new calls to answer or in-clinic patients to welcome. With Dentsy AI phone system, however, updates are already done.
Dentsy posts these to the system in seconds
Call recording, transcript, and summary.
Dentsy updates records in the PMS in line with the record-keeping expectations set out in the GDC’s Standards for the Dental Team, so it’s not just saving time. It’s supporting compliance. Anybody on the team can refer back to these later in case of disputes or misunderstandings.
Sentiment analysis
An innovative bonus feature that evaluates the conversation for caller and agent sentiment. Managers can review these to gauge the general customer satisfaction trends over time.
Conversation analysis
The conversation analysis feature evaluates the different phases of a call, enhancing the call performance of your receptionists, teams or branches. If the number of appointments booked is on a downward trend, for example, it may be that closings need attention. Alternatively, it’s easy for managers to check if each receptionist is using the desired greeting, and following the correct steps outlined during training.
How does Dentsy handle missed calls?
Chasing clients and following up on missed calls represent some of the most time-consuming tasks on the front desk’s task list. Dentsy AI phone system streamlines the process and prevents calls slipping through the net.
- Missed calls are tagged and matched against caller ID if it’s a returning patient
- Dentsy assigns follow-up steps with a separate workflow
- Once complete, customer files are updated and next steps allocated as normal
How Dentsy connects to your existing PMS
Dentsy bridges the gap between a practice’s phone system and PMS, the nexus where incomplete processes so often lead to lost revenue.
The integration is seamless. Dentsy posts data automatically to the PMS, or displays it via on-screen pop up if a receptionist wants to consult a customer file. That’s a time-saver when records might be stored across multiple platforms.
What platforms does Dentsy integrate with?
Since Dentsy is built specifically for dental practices, it integrates with the CRM and PMS platforms most dental surgeries are already using. It’s a seamless integration with full support.
Dentsy FAQs
Does Dentsy AI phone receptionist sound robotic?
No. Dentsy uses custom prompts and leverages a business-specific word bank to speak the language of your practice in a natural human tone and cadence.
Does Dentsy replace dental receptionists?
No. By eliminating missed calls, flagging callbacks, and updating notes automatically, Dentsy gives time back to your busy team.
How fast does Dentsy respond to a call?
Dentsy replies instantly to any incoming call so your customer is not kept waiting or stuck in a queue.
Can Dentsy handle emergency or urgent calls?
Dentsy’s 100% call-answering capability means no emergency call is kept waiting. However, the practice can set escalation policies to direct that call swiftly to a clinician or out-of-hours provider. In short, Dentsy books the emergency appointment, but will redirect for emergency advice.
What won’t Dentsy do?
For reasons of clinical compliance, Dentsy will not diagnose or clinically triage an emergency, or make a clinical assessment. These calls will always be handled by a dental professional.
Does Dentsy integrate with my PMS?
Dentsy already offers seamless integration with a number of leading PMS platforms, including Dentally, Aerona Dental, Semble, Boxly, and DenGro.
Is client and patient data handled securely?
Dentsy doesn’t hold client and patient data independently. It connects directly into the practice’s existing PMS, so records stay governed by the security and compliance standards the practice’s PMS already has in place.
Ready to see Dentsy in action?
CTA: Book a Demo
