Front Desk Agent for Dental Office

Bright Smile Dental, a general and cosmetic dental practice with two locations in Orlando, needed every inbound call answered warmly and accurately – without forcing front desk staff to choose between the phone and the patient standing in front of them. We built Emma, a conversational AI voice assistant deployed on Retell and connected to Make, to handle inbound patient calls end to end. Emma greets each caller, listens to their concern fully before asking anything, then narrows the situation one clear question at a time. She answers using only approved practice information – never guessing about cost, treatment, or outcomes, and never crossing into diagnosis, which is left entirely to the dentist. When seeing a dentist would help, Emma checks availability, offers two times, and books the appointment directly into the calendar, confirming the patient’s email letter by letter. A branded confirmation email then goes out automatically through Make, closing the loop with no manual follow-up. Urgent or sensitive concerns – and any request for a person – are transferred to the front desk without delay. The result is a calm, consistent, on-brand experience from the first hello to the confirmation email, while freeing staff to focus on the patients already in the office.