Smile Factory is a dental group in Sofia with three clinics — Оборище, Vitosha, and Station. Their team of 14 specialists covers the full range of dental care: from preventive appointments and orthodontics to implantology and complex restorations. To date they have completed over 15,000 procedures across more than 5,000 patients, with a 98% treatment success rate. The clinics run Monday through Friday until 21:00, which means the phones are busy well into the evening. At that scale and with those hours, a human receptionist simply cannot answer every call.
We built an AI receptionist for Smile Factory that activates whenever their reception is occupied. Before going live, we trained the agent on the clinic's full knowledge base: the team of specialists, every service on offer, and how the clinic handles patient enquiries.
We gave it real-time access to their appointment booking system, so it can check doctor availability on the spot and confirm slots directly into the calendar — no manual handover needed. At the clinic's request, we also added a note-taking layer: whenever a patient asks for a callback, or whenever the AI reaches the limit of what it can handle, it automatically logs a structured note for the reception team so nothing falls through the cracks.
Capabilities deployed
- Overflow answering — activates only when reception is busy
- Trained on clinic info, services and specialist team
- Real-time booking system access — checks availability and confirms slots
- Callback notes — auto-logged when a patient requests one or the AI cannot help
Calls the AI receptionist answered in the first 3 weeks – calls that would otherwise have gone unanswered.
New patient appointments scheduled directly by the AI into the clinic's calendar.
After-hours, weekends and during busy walk-ins – every call is picked up.
Reporting window for the numbers above – pilot ongoing and metrics continue to grow.
"In just three weeks the AI handled 67 calls that we would otherwise have missed and booked 5 new appointments – without adding any work for the reception team."