AI Brief
You get off the call and talk it through. The Engagement Blueprint fills itself while you speak — 29 fields the team can scope, price and build from. Here's a finished one.
Pacific Smile Dental
Dental clinic with three chairs in San Diego, CA. Nine people, two at the front desk. Around $1.4M a year.
Every week they lose bookings because nobody picks up while the front desk is with a patient. They want every call answered and on the calendar without hiring a third receptionist.
Why now
In March they lost two implant cases. Both callers said they had phoned twice and nobody answered. The owner opened the voicemail box and found 40 messages from that month alone.
Between 30% and 40% of inbound calls go unanswered during patient hours, and nobody calls back the same day. It has been like this for two years and got worse after they added the third chair.
They estimate 8 to 12 lost first visits a month. At an average of $340 per first visit, that is roughly $3,000–$4,000 walking out the door every month.
An answering service in 2024. It took messages but could not quote or book, so the front desk still had to call everyone back. Dropped after four months.
The owner wants a second location in 2027 and will not open it until the first one stops leaking calls.
Outcome
Every inbound call answered and, when it is a new patient, booked on the calendar without the front desk touching the phone.
Unanswered calls to zero. 20+ first visits booked per month by the agent. Front desk phone time under 30 minutes a day.
- Answers within three rings, 24/7
- Quotes the clinic's real price list
- Books into the correct chair's calendar
- Texts back within 30s any call it cannot complete
- Hands off to a human on request
- Works in English and Spanish
Current state
Calls ring at the front desk. If both receptionists are with patients it drops to voicemail. Voicemail is checked at the end of the day and callbacks happen the next morning, if at all. Weekends nobody answers.
Marisol runs the front desk and owns the calendar. Dr. Herrera approves prices and any change to the scripts. Both receptionists will use it daily.
Solution & scope
- AI receptionist on the main line, EN + ES
- Real price list for the 12 most-asked procedures
- Booking into the three chair calendars
- Missed-call text back within 30 seconds
- Human handoff during office hours
- Weekly report on calls answered and booked
- Outbound campaigns to the existing patient list
- Insurance verification
- Website redesign
- Anything that writes into Dentrix records
They liked how their endodontist's line answers. They explicitly do NOT want a robot voice or a phone menu with options.
Logistics
Risks & assumptions
- The front desk reads it as a threat to their job
- The price list changes often and nobody tells us
- Chairs are double-booked by hand today
- RingCentral allows SIP forwarding on their plan
- The three chair calendars are the real source of truth
- Volume stays around 400 calls a month
Gaps · what the brief still doesn't know
- Exact RingCentral plan and whether forwarding is enabled
- Written price list for the 12 procedures
- Whether Saturday hours are real or aspirational
- Who answers after-hours emergencies today
Solid on the problem and the outcome — the owner was specific and had numbers. Thin on current systems: the rep was not sure whether Dentrix exposes an API, or whether the calendars are actually kept clean. Budget is a posture, not a number. Get the written price list before quoting.