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Stop Losing Patient Calls (Usman Tariq and Jamie Schneiderman) · Unstuck Pod

• Jamie: Hi everyone, welcome to the Unstuck Pod. excited to have Usman Tariq here today. and I butcher describing what is working on, but he's ⁓ it's really cool stuff. I'm gonna pass it on to him. He can tell you a little bit more about his journey, and ⁓ what he's doing right So Usman, welcome. Usman Tariq: Yeah, thank you very much for having me. My name is Usman Tariq and I am CEO of Dental Assist AI. Dental Assist AI started from a very specific problem, ⁓ Patient Calls, but the bigger lesson, how we are helping a traditional healthcare industry adapt ⁓ building trust, solving workflow problems, and improving patient access without replacing the front dust team. Jamie: Wow, it's a like it's a l that's a lot of stuff. So so okay, so can you do me a favor? So so let's take a step back because I wanna do want to talk about it. And obviously it's a it's a very important and relevant area for a lot of folks, both AI and obviously the dentist, whether you are one or you go to one. so everyone would be familiar with it. But but let's take a step back before. What was the big idea that or or what was the moment where you knew that there was an opportunity here to leverage AI or leverage anything to help in this context? Usman Tariq: Yeah, I didn't come from dental industry originally. The idea came from a real moment. I was in the US in 2024 and ⁓ friend had a dental emergency. We started calling clinics, but nobody was picking up. So I remember thinking this is ⁓ business sitting right in front of them. why is nobody answering? Right? So later I spoke with a dentist friend and realized this was not a one-time issue. Clinic miss calls all the time, not because the team is careless, but because they are busy helping patients in the office. That was a moment Dental assist AI started becoming real. Jamie: Well, okay. So so then walk me through so what's what's your background? Like, do you have a background in a background in like so tell me where you came from, what you were doing before that made you think, okay, how can I apply, in this case, AI to solve the problem? Usman Tariq: Right. So my background is definitely software engineering background. And I started my career is solving real business problems through technology. That is where I see myself as looking into different problems and how I could solve it through technology. So that helped me all the background which I brought up into this software is like came from all that knowledge which I learned in the past ⁓ two decades. Jamie: Okay, great. All right. So let's talk a little bit more about the business because you described a lot of things it helps with. And I wanna get there, but maybe a little bit more about exactly what Dental Assist AI is. and know, I and I think it's worth noting again, ⁓ most think everybody who's watching and listening. has is either a dentist or more likely just been to one. So so in the context of what's going on there, and you were a potential patient or a friend of yours was a potential patient, what was going on? What what is it that you're doing specifically for these organiz or for these businesses essentially, practices? Usman Tariq: Sure. So first of all, ⁓ we are very clear that dental assist is not built to replace front desk, it's built to support them. So the problem is not that clinic don't want to if I take a step back and in easy words if I'm gonna explain it. ⁓ All the calls which are coming to the clinic at the front desk, all the calls which they are not happening to pick up due to the busy time of the clinic, after hours, the front desk is busy in helping other patients, all those calls which are coming in ⁓ are rather going to the voicemail, or that could be the missed opportunity. So we are AI is picking up all those calls and helping them up, right? So the problem is that the friends always to give listen to the voicemails, they have they are very much overwhelmed, right? So we handle all those calls that would otherwise go to voicemails to be missed, especially after hours, you know? That's where we are coming. Jamie: And and how like does it so you have is it sound like someone's talking to you? Is that the way it is if I call in and there's dental assist on there? What what is that what is it like? because I would imagine that f a lot of dentists are gonna be concerned about the experience that their patients have when they when they're calling in, even if no one answers. Usman Tariq: Yeah, so think about in the voicemail thing. Whenever somebody is calling in and it's going to the voicemail, they can record their passage. In this case, it's an voice agent which talks to the patients, answer their questions, which they might have. they can book appointments, they can cancel appointments, they can rescale appointments, ⁓ or they forgot. about if they forget about their appointment, they can always ask, like, can you please help me out and when is my appointment, right? So we are directly connected with the clinic practice management system where we can read that data from there or put information back to their practice management system. Jamie: and so primary focus ⁓ on communication and forth with patients. Is there anything else that you're doing like with the C Usman Tariq: ⁓ definitely. all the all the biggest workflow which we are trying to solve over here is making sure we are trying to give patient care as soon as possible through this technology. And and is everything for all the stakeholders in it. For example, for the FrondaS. Jamie: Okay. Usman Tariq: they are not feeling overwhelmed with this software anymore. They are getting the notifications on email or SMS, and don't they have to focus on what they are focused right now, is like helping patients who are already in the clinic, and all the all the people who are calling in, they need answers, right? So they want somebody to pick up the call, so it's definitely a big Jamie: Right. Usman Tariq: Workload problem, it's not a staffing problem, right? So think it like people are calling in, they don't know what's going on on the other side of the things. They have a few basic questions like, ⁓ when I will come there, where I should park the car, I would like to cancel my appointment, I would like to reschedule, ask somebody to give me a callback. So all these matters need to be resolved. In one place, ⁓ the office manager side, think about it in a broader way. They are always trying to give a good ⁓ service to their patients and what's happening here, all the calls which we are managing for them, we are giving them clear picture, like what's going on, and patients are getting. ⁓ prompt responses, what they're looking for, what they're trying to do, on the yeah. Jamie: What no, I was gonna say sorry to interrupt you. I just gonna say what what happens if ⁓ if the pay if patient calls in and they've got like dental questions? So something that is about the tr got this, my tooth is hurting, something's going on. What what how does it how does the system work in that context? Usman Tariq: Yeah. That's a very good question. So there is definitely a personalization aspect we have in the system. what we are here for, we are not deploying a generic system for ⁓ all dentists, right? what we are asking them during our onboarding process, asking them questions. ⁓ how you want to position your system, like what sort of questions you want to respond to your patients, that's up to you, right? So for example, if somebody asks like, ⁓ I have bleeding gums, what I should do next, there might be some predefined that practice want us to respond, right? So we are keeping the taking that knowledge, are taking that wording from them and saying back to them, right? But they're ⁓ definitely we are not here to replace the dentist or anything. We are not, you know, we are not giving any, you're not we are not giving any suggestions like ⁓ hey guys, you should do this or that, because all we are trying to help, but personalization aspect is definitely there, how they want to position themselves, right? Jamie: Yeah. I didn't think so. Usman Tariq: So I'm gonna add a couple of more points over here. Think about if you're calling to one dentist ⁓ they're telling like you're calling after hours, right? So what should be the greeting after hours that could be different from calling them during hours, right? So the greeting would be something like, ⁓ we are not available right now, type of greeting, right? So we're gonna personalize the greetings and all those things. Yeah. Jamie: Everything that's specific to them. Well, you mentioned parking and you mentioned a few other things. Let me ask ⁓ so okay. So you have this business you you you saw an opportunity, you built the business. Let's talk a little bit about what stage you're at with the business. you have a product, are are ⁓ dentists using it? Usman Tariq: Yeah, that's very good question. So ⁓ definitely we transitioned our product from early stage to and we are ⁓ right now we are at that stage where it's ready for onboarding. ⁓ We are onboarding we are already onboarding different dentists, we onboarded Plenty of them up to this stage, and we are onboarding more every single day. And we are focused on ⁓ There are two major directions in the dentistry is like single location or multi-location, right? So how we developed our product is like ⁓ we can accommodate single location or multi-location, any type of those dentists. Now what we are working on boasting on specific type of dentistry, like ⁓ it's like general dentistry versus cosmetic dentistry. Jamie: Yeah. Usman Tariq: So there are few differences in those areas too. So we are also defining those directions and making sure we are fitting in our product in every single way. Jamie: Okay. And how are you getting to the dentists? Like how how do you how do you so I've got my two questions are how do you get to them? One and then the second thing is what's the reception that you're getting from them? and I've got some follow ons, but let me let me leave you to those two and then we can jump in a little bit more. Usman Tariq: Sure. So definitely we getting ⁓ we are getting referrals, first of all. Those are ⁓ definitely important thing. And the secondly, I'm gonna talk about, which is like ⁓ I'm I'm gonna take a step back on this question. Like in the early stage, you have to listen for the feedback from the dentist, which you're already speaking. ⁓ Jamie: Okay. Usman Tariq: I consider that as a gold. Okay. Some dentists were very direct. They told us this part is not working. This workflow is wrong. This is not how a real clinic operates. That feedback helped us build the product properly, right? So you cannot build a vertical. Jamie: Yeah. Yeah, that's great. Usman Tariq: AI product from assumptions, right? You need real operators to tell you how the workflow actually works, right? So based on those feedback, we developed our product and coming back to your question. Jamie: Mm-hmm. Usman Tariq: Once we develop our product in that way, then our products start getting noticed by many of the dentists out there, and then they start comparing our product to other products. They realize like this product what we built, dental assist AI, have depth it, right? So that is very important. Is like having a depth of the product is important. Like ⁓ our AI is not like ⁓ sort of an AI which appointments or filling up the gaps in the calendar, that's not the right way to do it, right? In this specific industry, putting the in the right places is very important. Jamie: Mm-hmm. Yeah. okay. Interesting. So so okay. So you ⁓ referrals are helpful and they certainly, when someone refers somebody else, they're it's easier and more comfortable and must more trustworthy. What ⁓ know, I know a a number of dentists, I know they always want to improve their practice, but at the same time, they're also very cautious. You talked about sort of traditional industry. Usman Tariq: That's that's basically the depth of it. Jamie: How has adoption been an open mindedness and you c you know, sort of barriers to adoption? How have you handled that and what does that look like in a in a world where there's a lot of downside ⁓ f in sorry, in their minds there could be a lot of downside, I should say, when when they're looking at the upside of what you can do? Usman Tariq: Yeah. Yeah, definitely there would be a reasonable reasonable amount of challenges which we deal with. First one, trust. Trust is the biggest challenge. Clinic clinics need to know that AI will not say the wrong thing, mishandle patient communications, and create and or create extra work for the team. That is like a Jamie: Mm-hmm. Yeah. Usman Tariq: big thing, right? And then some dentists understand the value right away. Other needs time, right? Because they want to protect the patient experience. right? This is reasonable and we respect it. right? In healthcare, adoption is not only about excitement, it's about confidence. right? ⁓ Jamie: Yeah. Usman Tariq: The other thing is like integrations, which I really want to talk about here, is practice management integrations were much harder than expected. Every software is different, and most of them are cautious about giving access to AI companies. We had to be patient, build relationships, and prove that we are serious. right? And but not least, like ⁓ AI market is crowded, right? So many people say they have an AI receptionist. Our challenges is to position dental assist AI as a workflow and communication solution, not just another chat bot or call answering bot, right? Jamie: Yep. well okay, so then let's shift to this. So you've got a product, you you've obviously t it's well tested, you've gotten some gr like you said, gold. The feedback would have been gold. ⁓ that only makes the product better. You've got ⁓ customers using it and more are adopting it. So what's next? So let's talk ⁓ you know ⁓ how Usman Tariq: Yeah. Jamie: Where do you see it? where where do you see this going? you what do you what do you need to get there? Like, and where do you see sort of some of the gaps in terms of your way to get there? Usman Tariq: definitely. I can see it it's just a start, right? For us. what we already solved is a real workflow challenge, which I I never had to explain that challenge to everyone who is coming to talk to me, especially from dental industry. They already know that. So we solved that challenge. there are a few other things which I we are ⁓ very actively working is the one is outbound call agent, which is like another big challenge on the front desk is to Start calling people back to the chairs for their upcoming appointments. That is something which we are almost there, which we are testing our system with a couple of clinics already. That is the biggest thing which we are bringing in in the industry. Another thing is like insurance verification. And ⁓ before we get new patients in, we should have their insurance information tested. that's another important workflow which we are hoping to bring in. the the biggest thing which I really want to work is keep building relationships with all the practice management systems in this industry to make sure our product is ⁓ well integrated with those practice management systems. And that is like a a opportunity sitting over there which I would be hoping to keep going and building that momentum to get them on board it too. Jamie: ⁓ that's awesome. I think it's great. I mean, I think it sounds very interesting and it sounds like ⁓ you know, it's like you said, it's applying technology in a traditional industry that uses lots of technology and things, but this is new, new technology, new, new way of doing things, and sort of the sky's the limit in terms of the potential of where it could go. So Usman Tariq: Yeah. Yeah. Jamie: ⁓ so to well well, okay. So so first of all, so where can people find you? So how how can people who are watching or listening find you? Usman Tariq: Yeah, ⁓ they can definitely go directly to my website. It's easy name, dentalassess.ai. ⁓ especially I can I would welcome or appreciate any dentist reach out to me and see it in a working condition. and ⁓ I will give them a demo and I'm the I'm the one. who's giving all those demos nowadays, so they would be directly communicating with him. Jamie: Yeah, we'll put ⁓ we'll make sure we put links in the description. So if you're listening and you wanna get there, you'll find it in the description. and you're on are and if they wanted to talk to you, you're on LinkedIn or what's a good way to get hold of you. Usman Tariq: Yeah, I'm on Link yeah, LinkedIn is the best. So Jamie: which is great. So okay. So ⁓ you know, just to to wrap up, ⁓ for you. So so ⁓ do you think is the biggest challenge that you're going to face as you go forward? Where's the biggest problem? Where's the biggest concern that you have about what's next with the business? Usman Tariq: I I can see like there is a huge potential, like ⁓ definitely ⁓ adaptation. can already see like ⁓ forward thinking dentists or people who want to try the product first, they are already in, they are testing it, they're getting benefit out of it, right? ⁓ the biggest challenge is like ⁓ spread the word out that this product really works. And I can see my biggest challenge at this stage is definitely building my more marketing channels ⁓ maybe I would be hoping to consider raising some funds or things like that because up to this stage definitely it's self-funded and Jamie: Yeah. Usman Tariq: I can say we best utilize our funds so far, but definitely for the next step, I would be hoping to build more connections and ⁓ another big challenge which I can see the second one is like ⁓ building or onboarding more practice management systems properly. ⁓ Jamie: Right. Yeah. Usman Tariq: And so we can build deeper integrations with those practice management system. And that is where normally people see the value like they ask for it, like how deeper your integration is. ⁓ we are around eight people. Jamie: Sure. How big is your team right now, Usma? Eight. Great. Okay. Awesome. Well, listen, Usman, thank you so much. This is great. It's pretty awesome actually what you're doing. I love it. and wish continued success. This is fantastic. ⁓ maybe we'll have you on at some point in the future. You can tell everybody about how you you hit it big, or we'll everyone ⁓ when you hit it big, we'll everyone will be excited. so ⁓ and ever to everyone who's listening and watching, ⁓ thank you so much. and until next time. Usman Tariq: Thank you.