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Use Case: Dental Clinic — Reduce Phone Calls with AI Chat

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A dental clinic that installed AIWU reduced front-desk phone calls by 40% in three months. This case study shows exactly how they set it up — and how you can replicate it for your practice.

Before You Start

This use case combines several AIWU features. Guides you’ll want to read first:

The Challenge

The front desk at a busy 4-dentist practice was fielding 80–100 calls per day, mostly the same questions: “Do you accept my insurance?”, “How much does a cleaning cost?”, “Can I book online?”, “What should I do about my toothache?” Two receptionists were overwhelmed, and patients were waiting on hold.

The Solution: 3-Part AIWU Setup

Part 1: AI Chatbot — Answer FAQs 24/7

The clinic trained AIWU on their knowledge base: accepted insurance plans, service prices, pre-appointment instructions, post-treatment care guides, and answers to 50 common patient questions.

System prompt used:

You are a helpful assistant for [Clinic Name]. 
You can answer questions about our services, insurance, 
pricing, and appointments. For dental emergencies or 
specific medical questions, advise the patient to call 
us directly at [phone] or visit in person.
Always be warm and professional. Never provide 
specific diagnoses or treatment recommendations.

Training materials added:

  • Insurance FAQ page (training type: Knowledge Base)
  • Service price list as a training document
  • Pre-appointment preparation instructions
  • Post-treatment care guides for common procedures
  • 60 Q&A pairs from the most common phone questions

Result: 60% of FAQ inquiries answered by chatbot without staff involvement. The chatbot handled questions at 2 AM that previously went to voicemail and never got answered promptly.

Part 2: Appointment Booking Integration

The clinic used their existing booking system (Calendly) and connected it to AIWU’s chat via an outgoing webhook.

Workflow: Chat Booking Request → Calendly Link

  1. Trigger: User message contains keywords: “appointment”, “book”, “schedule”, “available”
  2. Action: Generate Text — “A friendly message offering a direct booking link and asking what service they need”
  3. Action: Send Chat Response — includes personalized message + Calendly link

When a user says “I need to book a cleaning,” the bot responds with: “Great! Dr. [Name] has availability this week. You can book directly here: [link]. It only takes 2 minutes. Would you like to know what to expect at your first cleaning?”

Part 3: Emergency Triage Workflow

When patients describe urgent symptoms (toothache, swelling, broken tooth), the workflow routes them immediately rather than suggesting they wait for a callback.

Workflow: Emergency Detection

  1. Trigger: Incoming chat message
  2. Action: Classify with AI — “Is this a dental emergency (severe pain, swelling, broken tooth, injury)? Reply YES or NO only.”
  3. Branch (YES): Send immediate response with emergency phone number and instructions: “This sounds urgent. Please call us immediately at [phone]. If it’s after hours, go to [emergency clinic].”
  4. Branch (NO): Continue to standard FAQ response

Results After 3 Months

Metric Before After
Daily incoming calls 85–100 50–60
Missed calls (after hours) ~25/week ~5/week (chatbot handles)
Online appointments booked 30% of total 55% of total
Average response time to inquiry ~4 hours Instant (chatbot) / ~1 hour (staff)

How to Set This Up for Your Practice

  1. Create your FAQ document — write down the 30 most common questions you get. For each, write the answer in plain, friendly language. Upload to AI Copilot → Training → New Dataset.
  2. Set up the chatbot with a medical/healthcare-appropriate system prompt. Use the one above as a template.
  3. Add your booking link — even a static link to your booking page in the chatbot’s suggested quick-reply buttons.
  4. Create the emergency triage workflow — the most impactful thing you can do for patient safety and satisfaction.
✅ Legal note: Configure your system prompt to clearly state that the AI cannot provide diagnoses or medical advice. This is both a safety requirement and builds patient trust. The prompt template above includes the recommended language.

What’s Next

Last verified: AIWU v.4.9.2 · Updated: 2026-02-25

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