How Vatel's AI voice agent automates 32.5% of 123 Dentiste network calls
By integrating Vatel's AI phone-triage solution upstream of its shared service call center, the 123 Dentiste network automated resolution of up to 32.5% of calls (on a total load of 1,600 calls). This automation of repetitive requests freed 590 minutes of talk time per week for human agents, while delivering an immediate bilingual (French and English) response available 24/7.
Resolved end-to-end by the AI agent
Time saved for human agents
Evenings and weekends included
123 Dentiste
123 Dentiste is one of Quebec's largest dental clinic networks, bringing together more than 40 community oral-healthcare facilities.
A call centre overwhelmed by repetitive requests
With the rapid expansion of its network of more than 40 clinics in Quebec, 123 Dentiste faced a significant increase in inbound call volume that exceeded its agent team's capacity. This saturation created several major operational frictions:
- Handling simple information requests: Nearly a third of inbound calls were low-value routine queries (opening hours, directions, insurance acceptance, appointment availability) that did not require a human agent's judgment.
- No coverage outside office hours: Calls received in the evening or on weekends went systematically to voicemail, limiting network access for patients with urgent needs.
- Laborious manual triage: Agents could not immediately distinguish a new patient from an existing one, which slowed intake and multiplied redundant data entry.
Intelligent bilingual triage upstream of the call centre
To resolve these challenges, the team deployed Vatel's AI voice agent as a reception and triage layer placed directly upstream of the call centre. Implementation was completed over a structured 4-week period:
- 01Week 1
Analysis & Planning
Audit of inbound call types, routing logic design, and scoping of the internal CRM integration.
- 02Weeks 2 and 3
Development & Configuration
Modeling of bilingual conversation flows (French and English) and interconnection with CRM data.
- 03Week 4
Deployment
Phone line configuration (SIP), production testing, and briefing of the human reception teams.
Secure and compliant data handling
To strictly comply with Quebec's privacy regulations (Law 25), Vatel's AI relies on a secure real-time synchronization with 123 Dentiste's enterprise CRM. At call pickup, the AI performs a secure identity check. This immediately identifies whether the caller is an existing patient or a new client, personalizing the conversation instantly without risk of exposing confidential data.
Greater efficiency and continuous 24/7 service
Putting the solution into production transformed how the clinic network manages calls:
| Key indicators | Before Vatel | After Vatel's AI voice agent |
|---|---|---|
| Automation rate (Deflection) | 0% (All calls handled manually) | 32.5% of calls resolved end-to-end by AI |
| Missed-call rate | 9.17% | 5.97% |
| Time freed for the human team | 0 min | 590 minutes of talk time saved per week |
| Phone service availability | Limited to office hours | Assured 24 hours a day, 7 days a week |
| Bilingual reception (French/English) | Manual selection via a voice menu | Automatic language detection from the first word |
A smooth transition to clinical staff
The virtual assistant was not designed to replace clinical secretaries, but to support them. When the AI detects a complex request or a medical emergency, it performs a seamless call transfer to a human advisor at the right clinic. This transfer is accompanied by a complete written summary of the call context sent in real time, allowing the agent to resume the conversation immediately without making the patient repeat themselves.
A reinvented patient experience
By offering instant, accurate answers available at any hour, 123 Dentiste shows that conversational AI is now essential to simplifying the care journey. This customer story proves that well-integrated intelligent automation both optimizes operational efficiency and elevates the quality of service offered to its clients.
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FAQ
We've shared some of our most frequently asked questions to help you out. Can't find the answer you're looking for?
Yes. The Vatel platform is designed to meet the industry's strictest security standards, including compliance with Quebec's Law 25 on personal-information protection. Phone communications, voice transcripts, and exchanges with your internal software are encrypted to guarantee full airtightness of your patients' records.
Vatel's AI connects to your existing tools (CRM or appointment databases) using secure APIs and custom webhooks developed during implementation. That lets the AI run real-time queries to validate patient identity, check availability, or qualify requests before updating the client record autonomously.
The virtual agent is natively bilingual. It automatically detects whether the patient is speaking French or English from the first spoken word, and continues the discussion in the right language without imposing a hold menu. If the patient has a complex request (e.g. surgery, medical emergency), the AI qualifies the need and instantly redirects the call to a qualified human agent.
By autonomously resolving nearly a third of calls (opening hours, directions, insurance policies), the AI eliminates repetitive tasks from your phone lines. Your teams can fully focus on care for patients present in clinic and on managing complex clinical cases.