Enlisting the help of an AI assistant, or automated virtual assistant, to answer patient calls is the solution to improving your missed call rate. In fact, what practitioners may hear most often is a click – a clear signal that a potential patient has hung up before leaving a message.
That’s why it’s simply not enough to review your missed call list and voicemails. However, with the aid of an AI assistant, all calls get answered and insights from the call or voicemail are analyzed and converted to present the value of each patient.
What is an AI assistant?
Virtual assistant technology is transforming patient experiences by changing the way callers engage with the practice front desk. Today, there is no reason to miss returning or potential new patient calls that, if unanswered, could cost a practice up to $15,269 in revenue. Unfortunately, it’s also a more common occurrence than gets reported.
Of the new patients that call a practice, 40% will reach voicemail, and over 80% will hang up without leaving a message. Given that less than 5% of voicemails are returned anyway, it’s clear that successful practices need a customer service that can manage patient calls at any time of the day.
How does automated virtual assistant work?
With a personalized AI assistant, every patient is answered and assisted whether that means leaving a message, requesting appointments, or finding the office hours and location of a practice. The digitally automated customer service response application means that patients never interact with a voicemail system again. Proprietary technology easily integrates with existing IVR systems, streamlining the marketing and sales funnel and transforming it into a valuable resource that serves up quality leads.
Virtual assistant answers every incoming call to the dental practice with precision. However, what makes the application truly unique is its call analysis and reporting feature that informs the practice’s marketing efforts.
Which data is collected from a call?
Dentists have an unprecedented competitive advantage with virtual assistant powered by Conversion Whale’s proprietary technology. Unlike regular calls that are assessed by a human and then responded to, the application is able to collect and analyze valuable data that were previously unavailable to dentists and help them make more informed targeting decisions.
1) Call intent – What is the purpose? The patient could be calling to book an appointment or to ask for hours of operation. Call intent is key to measuring potential production, return on ad spending, modifications to your ads that could maximize calls for appointment scheduling, and so on.
2) Whether the patient is new to the practice or an existing patient. Are your ads attracting new leads?
3) Health insurance provider – Is the patient covered by a provider that your dental practice accepts? This information could also provide you with insights about your local market. If a high percentage of callers use a provider your practice doesn’t accept then it probably would be wise to reconsider this decision.
4) Procedure type – are they calling for dental implants or are they experiencing a toothache? Knowing the production value of each call will not only help you optimize your ad dollars but will also provide insights as to how you’re filling your calendar and if you have the required staff to maximize your revenue. For example, if you receive over 20 calls per week for dental implants and you have only 1 dentist to cover, you should consider getting an additional staff member whose cost would be greatly offset by the production. Another example would be if there are many patients needing to schedule a regular hygiene appointment but your practice’s calendar is completely booked for the next 2 months – your bottom line would be positively impacted if you decide to open 1 or 2 more days of the week for teeth cleaning.
How does it deliver ROAS on marketing?
Virtual assistant optimizes marketing efficiently through conversion analysis, sharing data on every conversion with Google, Bing, or Yahoo to identify lookalike audiences for remarketing. Supported by proprietary technology, the assistant transcribes and analyzes the conversation in real-time. Call data that indicates that the caller intent is conversion and is automatically sent to the dentists’ paid advertising platform, which maximizes dollars spent, increasing return on ad spend. Simultaneously, the virtual assistant sends an email notification to the dental practice, delivering it through ORCA – an intuitive technology platform to support practice growth.
The analysis is key to measuring potential production, return on ad spending, and modifications to your ads that could maximize calls for an appointment, procedure type, or health insurance acceptance and approval.
Integrated with the most advanced technology, calls are categorized based on value to the practice and tagged as a conversion, lead or another type of action. The result of call analysis determines a more targeted marketing strategy, remarketing and serving paid advertising to people with similar intent and delivering measurable return on ad spend.
With this added layer of caller information, marketing efforts are optimized even further by enhancing the opportunity to optimize the budget and make the ad campaign as profitable as possible. AI-supported digital campaigns translate into marketing being proactive instead of reactive.
Learn more about automated virtual assistant
If you need assistance setting-up a virtual assistant for your office or want to discuss best practices, Conversion Whale’s Customer Success Managers are experts in simplifying complicated technology.