Kavi Dental / Product & Automation
The clinic's inbox answers itself, and the front desk stops firefighting
A dental clinic routes every message through one automated system that answers the routine questions itself and hands everything else to a named person.
01
The problem
Kavi's enquiries arrived in four places at once - two social inboxes, the site form and the phone - and were answered by whoever at the front desk was free. The same eight questions came in every day, replies were written late in the evening, and a message that landed during a procedure was answered the next morning or not at all. Nobody in the clinic could say how many enquiries it actually received in a week.
02
The opportunity
Almost all of that traffic is one short list: what a treatment involves, how long it takes, what happens at a first visit, how to prepare, what to do about pain tonight. Those answers do not change, they do not need a clinician to write them, and they are exactly what an assistant handles well - as long as it also knows what it is not allowed to answer.
03
The system
One inbox behind every channel, an assistant trained on the clinic's own written answers, and a boundary it does not cross: anything clinical, anything about a treatment already under way, and anything from a person in distress goes straight to a named member of staff with the whole conversation attached. Booking links for the routine cases, an out-of-hours reply that says when a person will answer, and every enquiry recorded with its channel, its question type and how it ended.
04
The work
Channel consolidation into one inbox, assistant design with a documented answer set and escalation rules, booking and record integration, an after-hours flow, and a weekly review where every new question becomes a new written answer.
05
Evidence
Illustrative figures for a concept case.
71%
Enquiries resolved without a person
4 hrs → 2 min
First reply time
0%
Enquiries with no record
Learning forward
The escalation rule was the part that made it work. An assistant allowed to answer everything loses the room on one bad reply; one with a written limit answers the routine seven cases in ten and puts a person exactly where a person is needed.