Latest / My Dental Playbook / 033 We Let AI Answer 100% of Our New Patient Calls (Here’s What Happened)

Transcript

033 We Let AI Answer 100% of Our New Patient Calls (Here’s What Happened) · My Dental Playbook

• 0:00
  SPEAKER_01: People freak out about AI taking everybody's job.
• 0:02
  SPEAKER_01: Right now, where AI is at, it just makes your job easier.
• 0:05
  SPEAKER_01: If your team's converting marketing new patients at 60%, and you can get a robot to do it at 80%, and the patients still come in, they still buy treatment, which is one of the things that we track, then why wouldn't you do that?
• 0:17
  SPEAKER_01: Welcome back to another episode of My Dental Playbook.
• 0:19
  SPEAKER_01: I'm your co-host, Gary Bird.
• 0:21
  SPEAKER_01: Along with my friend Dr.
• 0:22
  SPEAKER_01: Blake Hamblin, we're going to be diving deep into his office and how he's doubled his collections in just under 12 months.
• 0:27
  SPEAKER_01: We're also going to be talking about his journey to a$10 million practice and what he needs to do to get there.
• 0:33
  SPEAKER_01: You're going to see behind the curtain, and Dr.
• 0:35
  SPEAKER_01: Blake is amazing at sharing the hard details that you need to know so you can do the same too.
• 0:41
  SPEAKER_01: If you want to grow, this is the show for you.
• 0:44
  SPEAKER_01: Stay tuned.
• 0:45
  SPEAKER_01: All right.
• 0:45
  SPEAKER_01: We are live for another episode.
• 0:47
  SPEAKER_01: And today we're going to be talking about AI, specifically AI receptionist.
• 0:52
  SPEAKER_01: And Dr.
• 0:52
  SPEAKER_01: Hamlin's on the cutting edge of this.
• 0:54
  SPEAKER_01: Like he was one of the first people I knew that implemented AI at the front desk.
• 0:59
  SPEAKER_01: And it was a it was a little bit of a dumpster fire the first time you did it.
• 1:03
  SPEAKER_01: I'm not going to lie.
• 1:04
  SPEAKER_01: I was like, holy smokes, this is scary.
• 1:06
  SPEAKER_01: This was the last year.
• 1:07
  SPEAKER_01: And uh you just kept, I love Dr.
• 1:10
  SPEAKER_01: Blake, that you just are like, okay, let's try this.
• 1:12
  SPEAKER_01: Let's try this.
• 1:12
  SPEAKER_01: And you you just kept reiterating.
• 1:14
  SPEAKER_01: And now you have it taking a hundred percent of your phone calls.
• 1:21
  SPEAKER_01: Now, before we go any deeper, or I'll say this 100% of your new patient phone calls.
• 1:26
  SPEAKER_01: Okay, so I'll say that.
• 1:27
  SPEAKER_01: Now, before we jump into this, make sure that you check out our sponsor down below, Cherry.
• 1:32
  SPEAKER_01: If you're not using Cherry, we highly recommend them.
• 1:34
  SPEAKER_01: They're not only a sponsor, but they're somebody that Dr.
• 1:37
  SPEAKER_01: Blake has been using for years.
• 1:38
  SPEAKER_01: And almost all of my clients are using Cherry.
• 1:41
  SPEAKER_01: And if you don't know how to use them properly, you are missing out on treatment.
• 1:46
  SPEAKER_01: And we have a whole training on that, all that good stuff.
• 1:48
  SPEAKER_01: Make sure you check out the link below.
• 1:49
  SPEAKER_01: We have special pricing so that way you don't have to pay as much in fees to them.
• 1:53
  SPEAKER_01: And they're an amazing sponsor and partner.
• 1:56
  SPEAKER_01: So let's jump into this AI.
• 1:58
  SPEAKER_01: So let's just start with your journey and we'll we'll talk about it why you're letting a robot take all of your new patient calls.
• 2:06
  SPEAKER_01: And you see a lot of new patients.
• 2:07
  SPEAKER_01: You see 100, 130, I think, last month, something like that, new patients.
• 2:11
  SPEAKER_01: So let's start at the beginning.
• 2:13
  SPEAKER_01: So you were very early, like right when AI came out at the reception.
• 2:17
  SPEAKER_01: You you put it into place.
• 2:19
  SPEAKER_01: Walk me through why you did that and what what your thoughts were there and kind of how that went.
• 2:24
  SPEAKER_00: Had the same problem that most practices have of people having too many roles and responsibilities, especially at the front desk.
• 2:31
  SPEAKER_00: And so I we've never, thankfully, we have never had the problem of our phones don't get answered just simply because I am the dictator that will not allow that to happen, right?
• 2:43
  SPEAKER_00: Like my my pay my my team knows that not answering the phone is not an option.
• 2:48
  SPEAKER_00: I'll work by myself before we let the phone not answer.
• 2:51
  SPEAKER_00: I will answer the phone before, right?
• 2:53
  SPEAKER_01: I've I've had Dr.
• 2:54
  SPEAKER_01: Blank answer the phone before.
• 2:55
  SPEAKER_01: I've I've listened to the call.
• 2:57
  SPEAKER_00: I believe in the importance of answering phones, and I've I've experienced the value of that it can create.
• 3:04
  SPEAKER_00: And so we just frankly just had too many, we had too many people up front that were saying, Hey, I don't have time to do this because I'm answering the phone or I'm on the phone for this reason.
• 3:15
  SPEAKER_00: And so I I decided to set out to find out if if this AI thing could actually work.
• 3:21
  SPEAKER_00: Worked with the company that I was really excited about.
• 3:25
  SPEAKER_00: And unfortunately, it just didn't work out.
• 3:27
  SPEAKER_00: We had a really bad experience, not from the company, but just from the the AI itself.
• 3:33
  SPEAKER_00: Like three four-minute pauses on a phone call.
• 3:37
  SPEAKER_00: And I'm like, I'm listening to this.
• 3:39
  SPEAKER_01: That's one of the that's one of the things about being early on technology, is just like you have to work through some of the problems, and it definitely that was an issue.
• 3:46
  SPEAKER_00: Yeah.
• 3:47
  SPEAKER_00: So I was like look, I was auditing some of these phone calls on trackable and listening to these phone calls.
• 3:52
  SPEAKER_00: I was like, oh my goodness, this is so bad.
• 3:55
  SPEAKER_00: And I was I reached out to you, Gary, and I was like, surely you're working on this.
• 3:58
  SPEAKER_00: Come on.
• 3:59
  SPEAKER_00: Like, I know you, you're working on something, right?
• 4:01
  SPEAKER_00: And you said, Yeah, I am, but it's not ready yet.
• 4:04
  SPEAKER_00: And I I just kept beating down your door until finally something was ready.
• 4:09
  SPEAKER_01: Every month, like, just put it, just do it.
• 4:11
  SPEAKER_01: And I'm like, Well, it's not ready, just put it on.
• 4:13
  SPEAKER_01: Let's just see.
• 4:14
  SPEAKER_01: Yeah, just put it on, it's not a big deal.
• 4:16
  SPEAKER_01: And I'm like, oh man.
• 4:17
  SPEAKER_01: So yeah, and and we measured this.
• 4:19
  SPEAKER_01: So in trackable, I can see everybody's AI agents, and there's tons of them out there.
• 4:23
  SPEAKER_01: The average AI actually converts new patients into the bigger.
• 4:26
  SPEAKER_00: I didn't know that.
• 4:26
  SPEAKER_01: That's the honest truth.
• 4:27
  SPEAKER_01: Thing.
• 4:28
  SPEAKER_01: Yeah, I've I've I've been measuring this for some time.
• 4:31
  SPEAKER_01: It's it's a it's it's absolute dumpster fire.
• 4:34
  SPEAKER_01: And that, and I understand why, because most of the AI agents are just people who are like, hey, we're gonna solve this problem of missed calls, but they're not thinking through the biggest bot or the biggest hole in that is new patients that you're losing.
• 4:48
  SPEAKER_01: And if you're only converting at 30%, it's like you're just maybe a little bit worse, a little bit better than voicemail.
• 4:55
  SPEAKER_01: And it just doesn't make sense at that point to have that in place if you're converting that low.
• 5:00
  SPEAKER_01: So what we did is we went to the drawing board and said, okay, why is this only converting at 30%?
• 5:06
  SPEAKER_01: Well, it's because of scripting.
• 5:08
  SPEAKER_01: And then so we said, we're gonna make an AI agent.
• 5:11
  SPEAKER_01: I don't care what the doctor has to say or about what you want as the scripting, we're gonna put the scripting that we know that works.
• 5:18
  SPEAKER_01: And so far, that's been converting right in the neighborhood of around 80, 75, 85% for you, which is really good.
• 5:26
  SPEAKER_01: Industry average is right around 60%.
• 5:29
  SPEAKER_01: And we've just recently opened that up to all new patients.
• 5:33
  SPEAKER_01: So, why did you go from, you know, okay, we're gonna use AI, let's do it.
• 5:38
  SPEAKER_01: And and why are you comfortable now?
• 5:40
  SPEAKER_01: Like, okay, let's open it up to everybody, all of our new patients.
• 5:43
  SPEAKER_00: So to go back to what you were talking about, the scripting was the biggest thing.
• 5:47
  SPEAKER_00: And with the company that I had used, they allowed you to kind of train the AI.
• 5:52
  SPEAKER_00: And I spent a lot of time doing that, but unfortunately, like it just kept breaking.
• 5:56
  SPEAKER_00: And I I don't know if like I don't think I'm incredibly smart, but I think I was breaking the AI with the amount of detail I was giving it.
• 6:03
  SPEAKER_00: So if it says this, do this, if it says that, do that.
• 6:06
  SPEAKER_01: And it was and then it starts to lose it.
• 6:09
  SPEAKER_00: So I knew because of our relationship, I was like, you say the same things that I would say, and so if Gary's gonna build it, I trust Gary to to that it's gonna do the things that I I would do or our team would do.
• 6:21
  SPEAKER_01: And um and then Well, and and and I'll say and I'll say this, and I know I said, hey, we're we're not trying to take advice from the doctors.
• 6:30
  SPEAKER_01: What I mean by that is that most doctors put filters on their scripting.
• 6:34
  SPEAKER_01: So they're like, Well, I don't want this kind of person coming in, so say this.
• 6:37
  SPEAKER_01: And and if you train an AI agent to do that, it'll be really good at filtering people out.
• 6:41
  SPEAKER_01: And that's where that's what's happened is all these AI models are trained on the back of doctor scripting, which ends up weeding people out.
• 6:48
  SPEAKER_01: Now, I you're different, Dr.
• 6:49
  SPEAKER_01: Blake.
• 6:50
  SPEAKER_01: You you're like, open up the top of the funnel as wide as we can, and then we'll figure it out from there.
• 6:55
  SPEAKER_01: And and that's that's what we've done with AI agent, is it's it's trying to schedule, unless it's somebody who just can't be seen by you, obviously.
• 7:03
  SPEAKER_01: So medic, like if a Medicaid patient or maybe they want braces or something like that, obviously that's not gonna go through.
• 7:10
  SPEAKER_01: So sorry, I didn't mean to cut you off, but I wanted to call that out.
• 7:16
  SPEAKER_00: Well, it it started with we dipped our toe in.
• 7:19
  SPEAKER_00: So we we started with okay, it's just gonna answer phone calls after hours on these days.
• 7:26
  SPEAKER_00: And then it was after hours, and then we kept seeing that it was closing new patients at 75, 80 percent.
• 7:35
  SPEAKER_00: And my team evermore is saying we wish we didn't have to answer the phone.
• 7:41
  SPEAKER_00: And and and frankly, like my model the way we've built it is I want to have less team members that are performing at a higher level than have be overstaffed.
• 7:53
  SPEAKER_00: And I know some models are overstaffed and just have people do these, but I would rather pay someone a little bit more to do the job of two people that I really enjoy being around because they're they're a go-getter and they're a hustler versus having so many attitudes and different things to deal with.
• 8:14
  SPEAKER_01: Yeah, I love that.
• 8:15
  SPEAKER_01: And and the way I look at it too, I know is people freak out about AI taking everybody's job.
• 8:20
  SPEAKER_01: Right now, where AI is at, it just makes your job easier.
• 8:23
  SPEAKER_01: So if we can, if your team's converting marketing new patients at 60%, and you can get a robot to do it at 80%, and the patients still come in, they still buy treatment, which is one of the things that we track, then why wouldn't you do that?
• 8:36
  SPEAKER_01: Because that allows your team to focus on the patients that are in front of them.
• 8:40
  SPEAKER_01: And we just actually launched this with one of your friends that we work with, and they're in more of a rural area.
• 8:47
  SPEAKER_01: It's not, it's more of a country area, I'll say that.
• 8:49
  SPEAKER_01: So I wasn't sure if it was going to work because some people are more agreeable with AI and technology in like big cities, like where you're at.
• 8:57
  SPEAKER_01: Um, but it's actually performing really well there.
• 9:00
  SPEAKER_01: And so, and uh, we have we just had an elderly lady that called.
• 9:04
  SPEAKER_01: She has dental anxiety and she scheduled through the AI agent.
• 9:10
  SPEAKER_01: They missed the call, scheduled, came in right away, did$2,500 worth of treatment, and then scheduled$2,500 of treatment in the future.
• 9:18
  SPEAKER_01: They wouldn't have got that patient in.
• 9:19
  SPEAKER_01: So it's it, I think it's gonna work for everybody.
• 9:22
  SPEAKER_01: But one problem that I know that we're still facing with you is that we're the basically the 10 or 20 percent that aren't scheduling are because of their emergencies and they want to come in right away.
• 9:34
  SPEAKER_01: So walk through how how we're gonna solve that for you.
• 9:37
  SPEAKER_00: I was just like, that ain't happening again.
• 9:41
  SPEAKER_00: But no, we my my goal, I would I would much rather scale backwards and say, hey, hey Gary, hey Ryan, like this isn't working because you guys are overflowing our schedule with patients versus missing a call because we actually do have openings, but it it doesn't read it that way, right?
• 10:02
  SPEAKER_00: And so we're I've we're working on creating basically a ghost column for lack of better terms, that isn't actually even a real chair in our office.
• 10:13
  SPEAKER_00: But I think eventually the goal would be to have that be the backup.
• 10:16
  SPEAKER_00: So it's gonna first read read the columns that we give it to be able to schedule.
• 10:21
  SPEAKER_00: But down the road, hopefully, if those if those columns are full, we still are quote unquote available because at the end of the day, I don't have to see the patient that day.
• 10:31
  SPEAKER_00: And and myself and Dr.
• 10:33
  SPEAKER_00: Farrell and maybe even the in the future, another associate, we may not be able to see them or be able to treat them, but we can see them, we can diagnose them, we can get them out of pain, we can do the things to where they feel integrated in our into our practice that they say yes to treatment at some point.
• 10:49
  SPEAKER_01: Yep, I love that.
• 10:50
  SPEAKER_01: If you can get it to schedule those emergency patients and just get them in right away, and then you can kind of pay Tetris afterwards.
• 10:57
  SPEAKER_01: So some people aren't comfortable with that.
• 10:58
  SPEAKER_01: Why why is that, Dr.
• 10:59
  SPEAKER_01: Blake?
• 11:00
  SPEAKER_01: Why are offices not comfortable with that?
• 11:02
  SPEAKER_01: Getting an emergencies in and kind of just explaining to them, like, hey, we're gonna get you in, and then we'll figure it out from there.
• 11:08
  SPEAKER_00: I think just by nature, we're we're we we feel like we've got to give so much to every patient.
• 11:13
  SPEAKER_00: And if we if we see a patient, I mean, how many times do we diagnose treatment and the patient's like, all right, so we're gonna do it today?
• 11:20
  SPEAKER_00: And you've got like four other patients, you're like, I really just can't do that today.
• 11:24
  SPEAKER_00: You know what I mean?
• 11:25
  SPEAKER_00: And we feel bad about that.
• 11:27
  SPEAKER_00: But you don't go to your cardiologist and get get a heart transplant the same day that you came in and get died got diagnosed.
• 11:33
  SPEAKER_00: And I'm all for same-day treatment.
• 11:35
  SPEAKER_00: But I also think that if we can be the practice that says yes to the patient of can I come in in 30 minutes?
• 11:44
  SPEAKER_00: Yes, then you win.
• 11:46
  SPEAKER_01: Yep.
• 11:47
  SPEAKER_01: I love it.
• 11:48
  SPEAKER_01: Well, amazing.
• 11:49
  SPEAKER_01: If you're not using this yet, it's$299.
• 11:52
  SPEAKER_01: It's kind of like a no-brainer.
• 11:54
  SPEAKER_01: I don't see any reason you wouldn't use it for at least missed um calls.
• 11:59
  SPEAKER_01: Industry average, 35% of calls go missed.
• 12:02
  SPEAKER_01: So that's during normal business hours.
• 12:04
  SPEAKER_01: Now let's talk about the future of what this bad boy is gonna be.
• 12:08
  SPEAKER_01: Because this is to be honest with you, this is like the foundation part that we had to do.
• 12:13
  SPEAKER_01: Like the ugly part that we had to do is the voice answering calls.
• 12:17
  SPEAKER_01: But the future is text messaging.
• 12:20
  SPEAKER_01: Existing patients, they don't really want to call you.
• 12:22
  SPEAKER_01: Like people don't want to pick up the phone, people want to text.
• 12:26
  SPEAKER_01: And so, what this AI agent's gonna be able to do is it's gonna be able to text patients and it's gonna be able to do outbound.
• 12:33
  SPEAKER_01: So, in in marketing, you have inbound and outbound marketing, right?
• 12:36
  SPEAKER_01: So, outbound marketing is where you have somebody who's reaching out to people.
• 12:41
  SPEAKER_01: And one of the hardest things to do in every practice is to get your team reaching out to all of your unscheduled treatment, following up with people who are then scheduled their recare, unused benefits.
• 12:52
  SPEAKER_01: And we just met with somebody that we did a podcast with, and we were talking through like everybody wants their team to do these things, but nobody's team does it because nobody wants to sit on the phone and just call people.
• 13:03
  SPEAKER_01: So, what this is gonna be able to do is it's gonna be able to text patients based on where they're at in their patient journey.
• 13:10
  SPEAKER_01: Did they schedule an appointment and they know showed for it?
• 13:13
  SPEAKER_01: And your team couldn't reach them, it's gonna text them.
• 13:16
  SPEAKER_01: Hey, we really missed you at this appointment, and then they will handle it a particular way.
• 13:20
  SPEAKER_01: Unscheduled treatment, same thing, unused benefits, same thing.
• 13:24
  SPEAKER_01: And you can you'll be able to customize each each of those.
• 13:27
  SPEAKER_01: Like maybe if it's unscheduled treatment, you send patient financing with it and you get them pre-approved, or et cetera, et cetera.
• 13:35
  SPEAKER_01: So that's the future.
• 13:36
  SPEAKER_01: And I am that's the actual part that I think when it's solved will absolutely change change practices forever.
• 13:44
  SPEAKER_00: You keep solving all of my problems.
• 13:47
  SPEAKER_00: Like literally, that's that's the conversation I'm having with my team right now.
• 13:51
  SPEAKER_00: And we we had we had close to$100,000 of treatment that did that was on the schedule that fell off last month.
• 13:59
  SPEAKER_00: And we had the best month we've ever had.
• 14:02
  SPEAKER_00: And I told my team, I was like, So wait, wait, so you had your best month.
• 14:06
  SPEAKER_01: I just want to understand this.
• 14:07
  SPEAKER_01: And you had, I think you did over$500,000.
• 14:11
  SPEAKER_01: Okay, so you did$550, best month ever, and you had$100,000 of treatment, just like recent treatment.
• 14:17
  SPEAKER_01: Yeah, that just kind of slipped through the crack.
• 14:20
  SPEAKER_00: It shows how much treatment was on the schedule.
• 14:22
  SPEAKER_00: It's called unscheduled treatment, which is kind of confusing.
• 14:25
  SPEAKER_00: It's treatment that was scheduled that fell off, and then it shows you how much of that was recovered.
• 14:31
  SPEAKER_00: Oh and so we we historically last year I looked back and we've historically recovered 42% of that treatment.
• 14:40
  SPEAKER_00: And I I told the person who's now going to be in charge of that until the AI does it.
• 14:45
  SPEAKER_00: Is I was like, even if we captured 20 or 30 percent of that treat more of that treatment, it would radically change our practice.
• 14:54
  SPEAKER_00: And but we just don't have anybody that's owned that owned that job.
• 14:58
  SPEAKER_00: Like that's part of their role in our practice.
• 15:02
  SPEAKER_00: And so now we do.
• 15:03
  SPEAKER_00: And so I'm interested to see what what will change for that.
• 15:06
  SPEAKER_00: Again, like 10% makes a huge difference.
• 15:10
  SPEAKER_01: Uh you had a hundred thousand scheduled that dropped off.
• 15:13
  SPEAKER_01: That is insane.
• 15:14
  SPEAKER_01: I didn't I didn't realize it was that big, and I didn't realize it was treatment that was already scheduled and ready to go, and it fell off.
• 15:20
  SPEAKER_00: So you you would you could have hit six hundred thousand if or maybe like yeah, that's the mental game that you just can't get into.
• 15:29
  SPEAKER_00: It's like if you look too far ahead, you just get depressed because you're like, man, we had all this on there.
• 15:35
  SPEAKER_01: I know, and you need to you need to remember to celebrate where you because it wasn't that long ago that you couldn't even Yeah, that wouldn't have even been in the realm.
• 15:42
  SPEAKER_01: 300,000 was a big deal.
• 15:43
  SPEAKER_00: So I'm super excited about it because it's not gonna be, and to clarify, and correct me if I'm wrong, I could be speaking out of turn here, but the agent is going to be able to text, text Gary and say, hey, Gary, we saw that your appointment got canceled on Tuesday.
• 16:00
  SPEAKER_00: We'd love to reschedule you.
• 16:02
  SPEAKER_00: And then when you respond, it's gonna have a conversation and it's gonna actually schedule.
• 16:07
  SPEAKER_00: It's not just, hey, Gary, we saw you missed, call us when you're ready, type of deal.
• 16:12
  SPEAKER_01: 100%.
• 16:12
  SPEAKER_01: Yeah.
• 16:13
  SPEAKER_01: So just so everybody's aware, this is coming this year and what it's gonna be able to do.
• 16:17
  SPEAKER_01: And to my knowledge, nobody can do this right now in Dental.
• 16:20
  SPEAKER_01: There's a AI agents that can do this outside of Dental.
• 16:24
  SPEAKER_01: But the reason it can't do it inside of Dental is because of the way the PMSs are structured, everybody knows integration and it's just a nightmare.
• 16:31
  SPEAKER_01: And then you need that context.
• 16:33
  SPEAKER_01: So you can't have an intelligent conversation with the patient if you don't have the context of the PMS and if you don't have the data segmented.
• 16:43
  SPEAKER_01: And so we have a CRM that sits on the PMS that segments the patient journey.
• 16:48
  SPEAKER_01: And so it's going to actually be able to have a conversation just like you would with Chat GPT, but based on the data that's in front of it.
• 16:56
  SPEAKER_01: And that's different because what a lot of people have right now, they have automations.
• 17:02
  SPEAKER_01: So it's like if the per if the patient does this, then do this, and which is cool, it's better than nothing.
• 17:08
  SPEAKER_01: But the problem with that is it breaks really quickly because if the patient doesn't respond or the patient does something else, and then it doesn't know to send an email again or a text or whatever.
• 17:17
  SPEAKER_01: So this will be able to have a conversation with the patient.
• 17:20
  SPEAKER_01: And the goal, I'm actually working on this with SMC.
• 17:24
  SPEAKER_01: I'm I'm working building an SDR that's a sales development rep in the marketing world.
• 17:30
  SPEAKER_01: That's what we use to follow up with our leads and things like that.
• 17:33
  SPEAKER_01: And we have, I'm working on building my voice into an AI agent, meaning it's gonna be able to communicate like me and answer like me.
• 17:42
  SPEAKER_01: It's training on all of our podcasts, those kind of things, all my Facebook posts.
• 17:46
  SPEAKER_01: And then I'm gonna have it send texts to doctors as they come into our funnel and be able to say, Hey, how was that last resource?
• 17:55
  SPEAKER_01: Oh, that was great.
• 17:56
  SPEAKER_01: Or oh, I haven't looked at it yet.
• 17:58
  SPEAKER_01: Okay, well, when you're done, when you do look at it, this would be the next resource that I'd recommend that you look at.
• 18:03
  SPEAKER_01: And as I add new resources, it'll add things to the brain.
• 18:07
  SPEAKER_01: So we're we're working on it on both ends.
• 18:09
  SPEAKER_01: Now it's a little bit easier on the SMC side because we use like HubSpot and everything integrates, and it just like it's a click of a button and things integrate.
• 18:17
  SPEAKER_01: Dental, unfortunately, is not that way.
• 18:19
  SPEAKER_01: So that's coming this year.
• 18:21
  SPEAKER_01: Like that text messaging is coming this year.
• 18:23
  SPEAKER_00: You can probably replace those web web bots that like when you log on, it's like chat with us type of deal.
• 18:30
  SPEAKER_00: You could probably just plug that in and it'll be able to operate pretty well.
• 18:33
  SPEAKER_01: Yeah, it'll go on every single website.
• 18:36
  SPEAKER_01: You'll just be able to have a conversation with it.
• 18:38
  SPEAKER_01: So new patients, existing patients, and then and then as existing patients come through it, if they're chatting with it, it's just like okay, trying to move them to the next segment of the patient journey, right?
• 18:49
  SPEAKER_01: So it's like if you've come into the office, you got your exam, x-ray, and cleaning, there was some treatment that was recommended, but you didn't move forward with it, it's gonna move you to that next segment.
• 18:58
  SPEAKER_01: With the right verbiage.
• 19:00
  unknown: Yeah.
• 19:01
  SPEAKER_01: With the right verbiage, yes, correct.
• 19:03
  SPEAKER_01: Yep.
• 19:03
  SPEAKER_01: So we're just gonna literally what I'm doing is I'm hopping on and with the trackable team, and we're just talking through each step.
• 19:11
  SPEAKER_01: Okay, how would you respond to this?
• 19:12
  SPEAKER_01: Okay, it's like this, like this, like this.
• 19:15
  SPEAKER_01: And you just start to train the AI model, and you just do that over and over and over again.
• 19:19
  SPEAKER_00: When is this gonna be coming out?
• 19:21
  SPEAKER_00: I need this this year.
• 19:22
  SPEAKER_01: Like the first, like it's just gonna be step by step.
• 19:25
  SPEAKER_01: First, it'll be like, well, more than likely it's gonna be, okay, let's just get the text messaging working and so it can communicate.
• 19:32
  SPEAKER_01: And then once that happens, then it's what is the next biggest bottleneck?
• 19:37
  SPEAKER_01: It's probably unscheduled treatment.
• 19:39
  SPEAKER_01: Like that's the number one thing that will move the needle the most.
• 19:43
  SPEAKER_01: So then it's just like, okay, well, how do you get unscheduled treatment to come back in?
• 19:47
  SPEAKER_01: It's and it's just like, well, you do this, this, this, and this.
• 19:50
  SPEAKER_01: Okay.
• 19:51
  SPEAKER_01: And we'll be able to get people pre-approved on Cherry, right?
• 19:54
  SPEAKER_01: So it's just like send the link, get pre-approved if they're not, you know, and then we'll have to work through like the biggest problems that we're gonna run into is like, okay, how are people using their PMSs?
• 20:05
  SPEAKER_01: Because that's another big thing about Dental is that every PMS is used differently, and every team member uses it differently.
• 20:13
  SPEAKER_01: Like they put the information in the different places.
• 20:15
  SPEAKER_01: So just going through and solving those things.
• 20:17
  SPEAKER_01: But I mean, that's all those are all solvable problems.
• 20:20
  SPEAKER_00: I'm so excited to be able to let you all use it on me.
• 20:25
  SPEAKER_01: I love I love working with you because you're like, okay, we're gonna do it.
• 20:28
  SPEAKER_01: And there's gonna be things that break and fail.
• 20:30
  SPEAKER_01: And it's like, okay, let's figure it out.
• 20:32
  SPEAKER_00: I love it.
• 20:32
  SPEAKER_00: That's awesome.
• 20:33
  SPEAKER_01: Awesome, man.
• 20:34
  SPEAKER_01: This is a great episode.
• 20:35
  SPEAKER_01: Thanks for thanks for talking through this and thanks for just being open about your journey about it.
• 20:40
  SPEAKER_00: Thanks for having me.