Case
Healthcare
Northwind Dental's front desk now answers itself
A booking assistant on web, SMS and WhatsApp that reads the clinic calendar and escalates anything clinical.
Client
Northwind Dental
Team size
3 clinics · 24 staff
Built
AI agent · SMS · WhatsApp
Timeline
3 weeks to launch
01
Challenge
Three receptionists, one phone line, 400 messages a week
Northwind's reception team spent most of the day answering the same five questions: opening hours, insurance, rescheduling, directions and "is this urgent?". Real emergencies waited in the same queue as parking questions.
They had tried a chatbot before. It answered confidently and wrongly, and patients stopped trusting it within a month.
02
Approach
An assistant that knows when to step back
We trained the agent only on Northwind's own policies, price list and calendar — nothing it couldn't cite. Anything clinical, anything about pain, and any upset patient goes straight to a person with the conversation summarised.
What we connected
Practice calendar and patient records (read-only)
Twilio for SMS, WhatsApp Business for messages
A staff Slack channel for every hand-off
03
Results · after 90 days
82%
of inquiries resolved
−31h
reception time / week
4 min
to reach an urgent patient, down from 52
04
In their words
“
The assistant handles most patient questions better than our old FAQ ever did — and knows when to call us.
Dr. Daniel Reyes
Owner, Northwind Dental
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