How Vatel's AI Voice Agent Automates 32.5% of 123 Dentist Network Calls
By integrating Vatel's AI phone-triage solution upstream of its shared service call center, the 123 Dentist 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.
Fully handled by the agent
Time saved for human agents
Evenings and weekends included
123 Dentist
The 123 Dentist network, also known as Centre dentaire Lapointe, is one of Quebec's largest dental clinic networks, bringing together more than 40 community oral-healthcare facilities.
A Call Center Overwhelmed by Repetitive Requests
With the rapid expansion of its network of more than 40 clinics in Quebec, 123 Dentist 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 Center
To resolve these challenges, the team deployed Vatel's AI voice agent as a reception and triage layer placed directly upstream of the call center. 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 Dentist'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 fully handled by the agent |
| 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 Dentist 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
Another question? sales@vatel.ai
Yes. Vatel is fully compliant with Quebec's Law 25 on personal information. Calls, transcripts, and exchanges with the network's CRM are encrypted in transit and at rest. Only authorized people at 123 Dentist can access them, and data is kept for the period the network chooses.
The agent syncs in real time with 123 Dentist's enterprise CRM. From the start of the call, it knows whether the caller is already a patient of the network or a new patient, and adapts the conversation. Patients don't have to repeat information the network already has.
The agent recognizes the patient's language from their first words and carries on in French or English, with no menu. For a complex request or an emergency, it transfers the call to an advisor at the right clinic, with a written summary of the request. Since launch, the missed call rate has dropped from 9.17% to 5.97%.
The agent handles 32.5% of the network's calls on its own, nearly one call in three. That frees up about 590 minutes a week, almost 10 fewer hours on the phone for the team. That time goes back to patients in the clinic and to requests that really need a person.