Chatswood Smile Dental

The challenge

Chatswood Smile Dental's reception line goes to voicemail after 5pm, but enquiries kept arriving all evening — a mix of new-patient bookings, reschedules and the occasional dental emergency. Every message sat untouched until the next business day, and the practice had no way to tell which ones needed a same-day callback before opening the doors.

What we built

• An AI triage layer that reads every after-hours email and voicemail transcript as it arrives
• Automatic classification into booking request, reschedule, billing question, or urgent/emergency
• A drafted first-pass reply for routine requests, ready for the front desk to review and send each morning
• An instant SMS alert to the on-call dentist for anything flagged urgent, bypassing the morning queue entirely

The result

The practice now opens each morning to a sorted inbox instead of a wall of voicemails — routine bookings already have a drafted reply, and anything urgent has already been handled overnight. Missed or delayed enquiries dropped by roughly a third in the first month.

"After-hours enquiries used to wait until the next morning. Our AI triage assistant drafts a reply and flags anything urgent, so nothing sits overnight anymore." Daniel K., Practice Manager, Chatswood Smile Dental