01 the business
Family dental practice
2 sites, 9 dentists and hygienists
The practice sends one-way reminder texts. Changing a booking means phoning during office hours, so many people just do not come. Reception is too busy to call no-shows, and slots go empty.
02 before
The problem
Generic reminder texts get ignored, and changing a booking still means phoning during office hours. When someone does not show, staff are too busy to call, so the slot sits empty and the customer drifts away.
- Reminders cannot be answered.
- Rebooking only happens by phone in office hours.
- No-shows are rarely followed up the same day.
03 the build
What the AI does
- Step 1: Reads upcoming bookings from your calendar or booking system each morning.
- Step 2: Sends a reminder by SMS or WhatsApp that the customer can answer in plain words.
- Step 3: Handles replies such as 'can we do Thursday instead' by offering real free slots and rebooking.
- Step 4: Offers freed-up slots to people on the waitlist in order.
- Step 5: Calls or texts no-shows the same day to rebook and notes the outcome on their record.
paused: waiting for a person to approve
How it was put together
- Sent reminders by SMS or WhatsApp that patients can answer in plain words.
- Offered real free slots when someone asked to move, and rebooked them.
- Offered freed slots to the waitlist in order.
- Followed up no-shows the same day and noted the outcome on the record.
04 human in the loop
Where a person stays in charge
Staff set the rules for what can be moved without asking, such as long procedures or deposits. Anything outside those rules goes to reception to decide.
- Reception sets which appointments can be moved without a person, such as excluding long procedures.
- Messages contain no clinical details.
- Patients can opt out of messages at any time.
05 rollout
From kickoff to live in 4 weeks
- Week 1Agree reminder timing, wording and rebooking rules.
- Weeks 2–3Run at one site and review every conversation.
- Week 4Extend to both sites and switch on the waitlist.
06 after
What changes
Fewer empty slots and fewer phone calls just to move a time. Reception hears about problems early instead of at the door.
Assume 2,000 appointments a month, a no-show rate of 8% and an average appointment value of $150.
2,000 × 8% = 160 missed slots, or $24,000 a month. Cutting no-shows by a quarter recovers 40 slots, about $6,000 a month.
What to measure
- No-show rate.
- Slots refilled from the waitlist.
- Reception time on reminder calls.
- Patients who rebooked after a no-show.
07 evidence
What the research says
Across randomised trials, attendance was 78.6% with text reminders against 67.8% with none, and text reminders worked about as well as phone calls at lower cost per attendance.
Calls using AI-generated voices count as artificial voice calls under US telephone consumer law, so they need the person's prior express consent.
08 lessons
Mistakes to avoid
- Generic messages. Name the person, time and place.
- No easy way to change. A reminder you cannot answer is a missed chance.
- Ignoring opt-outs and consent rules for messaging.
09 questions
Common questions
- Do reminders really work?
- A Cochrane review of randomised trials found attendance of 78.6% with text reminders against 67.8% without, at lower cost than phone calls.
- Can it handle deposits?
- It can send payment links where your booking system supports them, under rules reception sets.