An AI front desk for clinics & dental practices

“The front desk spends every morning repeating opening hours and intake instructions down the phone — while the waiting room queues.”

The situation

A busy practice answers the same calls every day: when are you open, what do I bring, how do I prepare, can I move my appointment. Each one interrupts the front desk mid-task, and each unanswered call is a patient who calls again — or doesn't.

Reception work and clinical work compete for the same people. The queue at the desk is patients who are present; the queue on the phone is patients who aren't. Someone always loses.

Going live

The practice described its services in plain language — check-ups, hygiene, whitening, restorative work — and ReQuest built the catalog and the request types around them: booking and rescheduling, intake and preparation questions, pricing, repeat-visit reminders. Channels went live where patients already are: phone (transcribed), email, web and WhatsApp.

Every answer is grounded in the practice's own published documents — opening hours, intake forms, prep instructions — so the AI answers with what the practice actually says, not what a model imagines.

A day at the desk

What stays human

Anything clinical — triage, results, treatment questions — is a gated request type. The AI's job is to recognise it fast, summarise it well, and put it in front of the right clinician with everything they need. Every step of that handover is logged: what was matched, at what confidence, who owns it, and what the committed response time is.

What changed

• The phone answered around the clock — without the front desk on the line
• Patients arrive prepared: forms, instructions and directions sent automatically
• Clinical messages triaged to clinicians faster, with context
• Reception focused on the waiting room, not the switchboard