Capture, Nurture & Convert leads into patient using AI
Dentostack is Dental Practice management software that aims to combine EMR (Patient management) with power of AI & Complete Lead Management & Automation to help dental clinics capture, nurture and transform leads into patients.
This project is a part of my Graduation project 👩🏻💻
Video showcasing the unique features of Dentostack designed by me
About the Company
Dentostack is Dental Practice Management Software
It offers appointment, patient registration, patient case module(EMR), prescription management & Website hosting.
Recognising the growing importance of AI. Dentostack is embarking on a project to integrate AI functionalities for automated Lead management & seamless doctor- patient communication powered by AI chat bot
I was responsible for designing the lead tab and Chat AI module, doing user research to understand the needs and pain points of dental clinics regarding lead management and patient engagement. And Iterating on designs based on user feedback utilising UX principles.
About The Project
Objective of the Project
The objective of this project is to enhance Dentostack's dental practice management software by integrating automated lead management, Chat window with integrated
AI capabilities to enhance communication with advanced settings.
To provide a comprehensive solution that addresses the evolving needs of dental clinics & reduces the burden of the staff, setting Dentostack apart as an innovative leader in the market among the competitors
Project Goal
AI enhanced suggestive Chat Bot
Dentostack's latest enhancement introduces a dynamic chat segment facilitating seamless interaction between doctors and patients. Featuring a suggestive chat bot, it swiftly responds to patient queries, empowering doctors to train the bot through the advanced settings. Leveraging web crawlers for URLs and Google Docs, doctors can fine-tune & train the bot's responses, ensuring accuracy. With the ability to test and refine responses, Dentostack revolutionises patient engagement and support within dental clinics. One can try the Bot before activating the feature.
Capturing, Nurturing & Conversion of leads
Dentostack's holistic approach to lead management not only facilitates seamless doctor-patient interactions but also revolutionizes lead conversion processes. With each message triggering lead creation and progression, Dentostack ensures that every inquiry is promptly captured and nurtured. The dynamic dashboard allows for manual and automatic lead progression, reflecting real-time chat interactions. By integrating chat activity with lead management, Dentostack optimizes the conversion journey, transforming inquiries into satisfied patients with unparalleled efficiency and effectiveness
Dr. What is the approx cost of Invisalign treatment?
"The cost varies depending on your specific needs and treatment plan."
"I see. Can you give me a rough estimate?"
"The cost varies depending on your specific needs and treatment plan. In general, Invisalign treatment can range from around 50,000 to 300,000 rupees."
"Alright, that sounds fair. Then i should book an appointment?"
"We can schedule a consultation at your convenience to discuss your treatment options and pricing."
1st step
User Interview
As we delve into the intricacies of managing leads and inquiries within dental practices, let's explore firsthand experiences and insights from dentists who navigate these challenges daily." I interviewed 16 dentists & 5 staffs which is summed up in the below bites.
Step 2
Pain Points
"After conducting insightful user interviews, it's imperative to distill the gathered data into a comprehensive overview of the pain points experienced by dentists and staff in managing leads and inquiries within their clinics."
Time-Consuming Manual Lead Management
Dentists and staff often find themselves spending a significant amount of time manually sorting through leads and inquiries received via phone calls, emails, or website forms. This manual process is tedious and takes away valuable time that could be spent on patient care or other essential tasks.
Overwhelmed Front Desk Staff
Front desk staff, who are typically responsible for managing leads and queries, can become overwhelmed by the volume of incoming queries, especially during peak times. Juggling multiple tasks simultaneously can lead to delays in responding to inquiries or inaccuracies in lead management.
Inconsistent Follow-Up Query & Lack of chat support in the existing one
Without a structured system in place, it's easy for leads to fall through the cracks due to inconsistent follow-up procedures. Dentists and staff may forget to follow up with leads promptly or fail to provide timely responses to inquiries, resulting in missed opportunities to convert leads into patients.
Limited Availability for Patient Queries:
Patients may have questions or inquiries outside of regular clinic hours, leading to frustration if they cannot reach the clinic for assistance. Dentists and staff may not always be available to respond to queries promptly, resulting in potential dissatisfaction among patients seeking information or assistance.
Step 3
Competitor's Analysis
"In order to gain a comprehensive understanding of the dental practice management software landscape, I conducted a thorough analysis of competitors, their offerings, features and their market positioning." These are some of the popular patient management softwares in the market. By analysing we got a big picture of the offering provided by others players and how it differentiates Dentostack from other. 💪
Step 1
Creating a Pipeline & Lead
Pipelines are an essential feature in Dentostack that streamline processes containing stages. They enable to create structured sequences of actions that guide leads through predefined stages, ensuring efficient communication and consistent engagement.
1st step is creating Pipelines that are composed of stages, each representing a specific step in the patient's journey. As one can see, For ex-
👉New leads is when someone contacts the clinic through online means- Website chat, contact form, Facebook messenger, GMB chat etc.
👉Warm lead- is when the lead responds to any message or query.
👉1st call- is when the very first phone call happens between the POC & the lead.
👉I am in charge suggests that now the patient is interested in further procedure.
Leads are automatically made in case one one wish to create a new lead, he has to click on the “+Lead” button and complete the information in the pop-up window and hit save. In The pop up window- one is supposed to feed the details of the lead. Notes can also be added.
And Viola! 🥳 That how one 1st pipeline is created with different stages containing leads. Now it can be tracked.
Step 2
Sorting the leads
The Lead tab provides a default view of all leads, with options to filter them based on specific timeframes, from all-time to smaller increments, status, owner.
One can drag and release a particular lead manually if needed.
Features
Chat AI Bot Settings
As one moves to the Chat AI Tab.
It is divide into 3 sections- 1. Bot setting 2. Bot Trial 3. Bot Training
Under Bot training- the user is required to choose the preferences-
👉OFF - This is the default mode where the chat AI feature is inactive. Bot training and bot trial are still active to train and test the bot before launching the bot
👉Dynamic Suggestions - The bot responses are available inside the message composer box for the sub-account user to send as is or edit before sending.
👉Auto-pilot - The bot automatically responds to a contact on behalf of the doctor.
👉Auto- Complete- Automatically completes the sentence while the user types and stops midway.
👉Email suggestions- Helps in generating emails.
👉Wrap text to the next line- As the name suggests it wraps the suggestive sentence to the next line
SMS, FB, IG, Web Chat (SMS Chat), Live Chat, GBP (Google Business Profile)
Features
Trying your Chat Bot
One can have a conversation with the bot and the bot will respond to the same way it will respond to a contact/patient.
Feedback can be provided by using the "Thumbs Up and Down" under each bot's response to fine-tune and add FaQs to be trained
Features
Groom The Chat Bot
Bot training equips the Chat AI Bot with the knowledge and capabilities it needs to interact intelligently with users. This involves teaching the bot to understand user queries and respond accurately, either by inputting data manually or by letting the bot crawl web content.
A well-trained bot can enhance patient support, streamline information retrieval, and improve user experiences. Regularly updating and refining a bot's training ensures it stays up-to-date, adapts to changing user needs, and consistently delivers high-quality assistance.
Features
AI Suggestive Coversations
Within Chats, users can view their leads’ information, respond to them via email or SMS, filter them to prioritize the responses, and add them to workflows.
They can also make use of suggestive AI responses to increase the work speed.
Personal Reflections 🏆
Allowed me to witness firsthand the impact of user-centric design on enhancing product functionality."
enhanced my communication and teamwork abilities, enriching my professional growth
Prioritizing & empathising the user