📝 From Laura’s Desk

🎯 Real-Life Frustration (And Why A Well-Trained AI Agent Will Be Better)

Story time... 📞😩

After we had our house tented recently, my husband and I had to call SDG&E to get our gas turned back on. Easy, right? (Cue the laugh track.)

We were on speakerphone, following the prompts...

👉 Press 1.
👉 Press 4.
👉 Press 2.

Suddenly, the recording kept restarting, blaming “background noise” (there was literally NO noise). No matter what we did, we couldn’t get to the right option. And no human ever picked up.

By the time we finally forced our way through, we were angry, frustrated, and had wasted a ridiculous amount of time. 🤯

Here’s the thing:
A well-developed AI phone agent would already be WAY better than that.

Because real AI isn’t just a recording on a loop — it interacts.

It listens, rationalizes, and adjusts based on where the conversation actually goes.

That’s the future we're moving toward in dentistry too.

Imagine your patients being helped (not blocked) by a smart AI that understands them and moves the conversation forward naturally—not sending them in endless frustrating circles.

🚀 AI isn’t about replacing people. It’s about making communication smoother, faster, and way less hair-pulling.

I’ve been teaching phone skills in dentistry for over 20 years. From tone of voice and patient scripting to managing objections and scheduling—helping teams master the phones has always been one of my biggest passions.

You’ve got a patient standing in front of you, the phone rings, and you’re left with a choice:
➡️ Answer the call and make the person in front of you wait
➡️ Ignore the call and risk losing a new patient, an emergency, or a time-sensitive question

I know some practices teach their teams that “the person in front of you is always the priority.”
I disagree. The person on the phone is just as important. But the reality is—we can’t do both well at the same time.

💡 Then Came Outsourcing… and Now, AI

A few years ago, outsourcing offered us a new solution. We could send overflow calls to a remote team so we could stay focused on the patient in front of us. It was helpful, no doubt—but it still wasn’t ideal. It lacked the tone, the training, and the personal touch we work so hard to build.

Now? We have AI phone agents. And this changes everything.

These tools don’t replace your team—they clone your front desk presence. They answer the phone, gather key details, respond with professionalism, and can even follow custom scripting that mirrors the experience you’ve worked so hard to train your team on.

Let’s be honest—AI phone agents aren’t perfect (yet), but they’re already way better than voicemail. Patients don’t want to leave a message—they want to feel heard and helped, even after hours. And now, AI is getting to a place where you can partner with companies that can reliably handle overflow, evenings, and weekend calls with professionalism and accuracy. It’s not about replacing your front desk—it’s about supporting them when they can’t be everywhere at once. And in today’s fast-paced world, that’s a game-changer worth exploring.

Let’s flip the script for a moment and think like a patient.

They call your office because they’re in pain, have a quick question, or finally decided to schedule that treatment you recommended months ago. The phone rings… and instead of a voicemail or endless hold music, they’re greeted by a polite, helpful voice that actually answers their question or starts the process.

🤖 Yes, It’s AI—and That’s Okay (As Long As We’re Honest About It)

Here’s the truth: AI phone agents are becoming part of everyday life—not just in dentistry, but everywhere. From banks to airlines to even your favorite pizza place, AI is picking up the phone. And patients are starting to get used to it.

But here’s the catch: transparency matters.
We have a responsibility to clearly inform patients when they’re speaking to AI. It’s not about fooling anyone—it’s about giving them a better experience with honesty.

And here’s the other part: you can’t just “set it and forget it.” AI still needs oversight, updates, and quality checks to make sure it’s doing what you’ve trained it to do—because what patients experience on the phone is part of your brand.

💡 How AI Phone Agents Help Patients, Too:

✔️ They don’t get overwhelmed—so they can answer quickly, even during your busiest times
✔️ They’re available after hours when your team is off the clock
✔️ They can collect key information (name, reason for call, preferred time) without rushing
✔️ They help patients feel heard instead of dumped into a voicemail abyss

When used well, AI agents aren’t just good for the front desk—they’re good for the patient experience.

We're all adjusting to this shift together. And the more thoughtful and transparent we are about how we use AI, the more trust we’ll build—with patients and with our teams.

🤝Sponsor Spotlight

Want to hear what an AI phone agent actually sounds like in action?

Let me introduce you to Annie—an AI phone assistant I’m a huge fan of. Annie doesn’t just sound great—she handles real patient calls with clarity, warmth, and professionalism.

Below, you can listen to a few sample calls that show how Annie helps with everything from scheduling to answering common questions—without putting anyone on hold or sending them to voicemail.

👉 Hit play and see why I believe this kind of support is the future of front desk efficiency (and patient satisfaction).

🚀 Want to Learn More About Annie?

If you’re curious about how Annie could support your practice, it’s easy to take the next step:

👉 Head to Annie’s website
📅 Set up a quick demo
✨ And be sure to mention my name or Brush Up on AI for special access to Rockstar Annie—the version I personally helped train and guide.

This is the kind of tool that doesn’t just save time—it helps your team shine. 💬🦷

2-day, live, hands-on AI workshop in San Diego, created specifically for doctors, team members, or anyone who wants to learn how to actually use AI in a dental setting.

🗓️ I’m offering two dates to choose from so you can find what works best for your schedule: 👉 June 20 & 21 or July 18 & 19

I love to have you as part of our community, and I would love your help in spreading the word! If you’ve enjoyed this newsletter and found it valuable, please consider sharing it with friends or colleagues who might also benefit from the content.

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