No more missed calls at a 9-clinic dental network

Client profile

BrightSmile Network operates nine dental clinics across the city, from small neighborhood offices to a flagship site with orthodontics and implantology. Each location keeps two to three administrators at the front desk, and most of their day goes to the patient standing in front of them: registration, payment, walking someone to the X-ray room. The phone is still how patients book, reschedule, and ask whether a toothache can wait until Monday.

The challenge

Across nine clinics, reception lines were busy at peak hours and silent after closing. A third of callers who couldn't get through never called back, they booked with the clinic next door.

Hiring more receptionists per location was expensive and still left evenings and weekends uncovered.

The peak was visible without any analytics: from 9 to 11 in the morning and again after 5, every line at a busy clinic was occupied. Callers got a busy signal or waited while the administrator finished with the patient at the counter. A third of those who could not get through never called back, they booked with the clinic next door.

After closing, the phones simply went dark. Evening is exactly when a filling falls out or a crown comes loose, and Saturday morning is when parents plan a checkup for their child. Those calls landed on an answering machine nobody listened to until Monday.

Nine locations also meant nine schedules. A patient dialed the nearest clinic, learned the orthodontist only worked there on Tuesdays and Thursdays, and was asked to call a different number. Most did not.

Why earlier attempts failed

• More front-desk hires An extra administrator at every location was expensive, and even a second shift ended before the evening calls started.
• A shared call center One team answering for all nine clinics did not know individual doctors' rotations, so it transferred patients back to the clinic whose line was already busy.
• IVR menu with extensions Callers pressed zero to reach a human or hung up, and the menu could not actually place a booking.
• Voicemail and a callback list Overnight messages piled up, and by the time someone worked through the list in the morning the patient already had an appointment elsewhere.

The solution

A MyChatBot voice agent now answers on every clinic line, knows all nine schedules, and books the patient while they are still on the call.

1. One agent, nine lines Every clinic number runs on MyChatBot Calls SDK, so the agent picks up on the first ring, day or night, in the language the patient starts speaking.
2. Load the network map Business Domain docs in the Knowledge Base carry doctor rotations, the service list, preparation rules and directions for each site, and Agentic Search returns the answer for that specific clinic instead of a generic one.
3. Book during the call Google Calendar and Altegio let the agent see real openings by doctor and chair and place a confirmed appointment before the call ends.
4. Every call into CRM create_crm_lead and add_crm_client_contact write the patient into KeyCRM with the source tag "AI-", and lead_chat_link attaches the transcript and recording so the administrator sees exactly what was promised.
5. Acute pain goes to a human Hand-off Control routes acute pain, post-treatment complaints and any call with the stop word to a live administrator, while Flight Control alerts that clinic's Telegram group immediately.
6. Close the ones who hesitated Follow-ups call back people who asked about implants or braces and did not commit, and Lead Processing labels and statuses keep consultations, hygiene recalls and reschedules in separate queues.

Within a month the network booked a third more appointments without adding reception staff.

What was deployed

Rollout timeline

Results

What comes next

Outbound calling on the Calls SDK is next: reminders the day before a visit and check-in calls after treatment. WhatsApp is being connected in parallel so the agent can send the preparation notes it currently reads out loud.