ABOUT THE CLIENT

This fast-growing dental group operates six high-traffic clinics across urban and suburban areas in Canada. With increasing patient loads and complex insurance workflows, their front-desk teams were overwhelmed by hundreds of repetitive calls, missed leads, and inefficient administrative processes. They needed to maintain high patient satisfaction and operational efficiency — without expanding headcount.

CHALLENGE

As patient volume grew, so did operational bottlenecks. The group faced:

• High no-show rates, especially for early morning and last-minute appointments
• 300+ weekly appointment-related calls, stretching front-desk capacity
• Repetitive inquiries (“What’s covered?”, “Can I reschedule?”) accounted for 40% of support volume
• Manual insurance claim workflows, prone to errors and slow processing
• Overworked support teams, resulting in missed follow-ups and inconsistent post-care outreach

Previous chatbot attempts failed due to poor natural language understanding, rigid scripting, and inability to integrate with their calendar and PMS systems.

OBJECTIVES

• Reduce no-shows and optimize appointment slots
• Automate inbound queries and repetitive front-desk interactions
• Improve post-treatment follow-up and review collection
• Streamline insurance claim workflows with minimal staff effort
• Maintain full HIPAA compliance and security across patient interactions

SOLUTION:

Xtnsion.AI’s Dental Automation Suite

Xtnsion.AI deployed a layered AI automation system tailored for the healthcare space. Within 30 days, all six clinics were live with AI-powered voice and chat agents—deeply integrated with their scheduling, CRM, and billing systems.

Highlights:

• Conversational Appointment Booking:
  Patients could book, reschedule, or cancel 24/7 via website, phone, or SMS—with zero human input
• Predictive No-Show Mitigation:
  Behavioral data flagged likely no-shows; the AI agent triggered confirmations or replacement bookings
• AI Triage for Patient Inquiries:
  FAQs about insurance, hours, pricing, or procedures handled autonomously
• Claims Generation & Compliance:
  Post-visit workflows automatically created, validated, and routed claims based on treatment codes
• Automated Follow-Ups & Reviews:
  AI sent personalized care reminders, collected patient feedback, and requested online reviews

RESULTS

• 40% drop in no-shows, especially in high-risk time slots
• 80% of inbound calls and chats fully managed by AI, reducing load on front-desk staff
• 2,000+ administrative hours saved, equivalent to 1.5 full-time roles
• HIPAA-compliant claims automation across all clinics, reducing human error
• 30% increase in returning patients, driven by consistent post-care outreach
• 3.2x ROI from operational savings and revenue optimization

KEY TAKEAWAY

With Voice AI and Chatbots handling over 80% of patient interactions, the group now delivers seamless, on-demand experiences while reclaiming thousands of hours in staff productivity.

Quote (Representative Feedback)

“It feels like we hired three new team members—but without the onboarding or payroll. Our clinics now run smarter, and our patients are happier.”
— COO