Implementation guide · Custom Customer Systems
A prospective or existing patient contacts the practice while the front desk is helping people in the clinic. The administrative path must identify the reason for contact, preserve privacy, offer an approved next step, and send clinical questions to the dental team. This guide isolates how ai concierge should behave at that moment rather than treating the entire operation as one automation project. Hold a calm, bounded written conversation that answers approved questions, gathers useful context, and hands the customer to the right person or next step. For this dental practice, the job must use the practice or firm's approved language, records, ownership, and professional boundaries.
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Hold a calm, bounded written conversation that answers approved questions, gathers useful context, and hands the customer to the right person or next step. For this dental practice, the job must use the practice or firm's approved language, records, ownership, and professional boundaries. The dental team retains diagnosis, treatment recommendations, clinical urgency, patient eligibility, insurance interpretation, and every care decision. The configured system may support only approved administrative response, intake, scheduling, routing, and follow-up.
Run one de-identified or synthetic patient-access inquiry through the configured path and verify that the test conversation answers within approved knowledge, asks only necessary questions, preserves context, and escalates sensitive or uncertain requests cleanly. Record the expected state, actual state, exception owner, and corrective action before release. Do not release or continue the automated path when a clinical, urgent, privacy-sensitive, or insurance-specific question cannot be handled by the approved administrative path, or when the answer is outside approved knowledge, sensitive context is unnecessary, or the next human and response expectation are unclear. Preserve the record and route the case to the named human owner.
Review one recent patient-access record from first contact through appointment, staff escalation, or documented closure. For AI Concierge, also review transcripts, unanswered questions, handoff timing, captured context, consent state, staff response, and customer-visible wording. This is an implementation control, not a performance claim. Validate it with the business's own recent records, approved policies, synthetic or de-identified test cases, and named human reviewers before release.
Implementation control sheet
Hold a calm, bounded written conversation that answers approved questions, gathers useful context, and hands the customer to the right person or next step. For this dental practice, the job must use the practice or firm's approved language, records, ownership, and professional boundaries.
| Control | Release requirement |
|---|---|
| Required operating inputs |
|
| Release acceptance test | Run one de-identified or synthetic patient-access inquiry through the configured path and verify that the test conversation answers within approved knowledge, asks only necessary questions, preserves context, and escalates sensitive or uncertain requests cleanly. Record the expected state, actual state, exception owner, and corrective action before release. |
| Stop condition | Do not release or continue the automated path when a clinical, urgent, privacy-sensitive, or insurance-specific question cannot be handled by the approved administrative path, or when the answer is outside approved knowledge, sensitive context is unnecessary, or the next human and response expectation are unclear. Preserve the record and route the case to the named human owner. |
| Human boundary | The dental team retains diagnosis, treatment recommendations, clinical urgency, patient eligibility, insurance interpretation, and every care decision. The configured system may support only approved administrative response, intake, scheduling, routing, and follow-up. |
Approved service, location, scheduling, privacy, and escalation rules The practice-management record and staff owner for each booking exception Approved knowledge, tone, identity disclosure, channel, privacy, and prohibited-topic rules Conversation states, handoff triggers, availability, follow-up permissions, and transcript retention boundary
The dental team retains diagnosis, treatment recommendations, clinical urgency, patient eligibility, insurance interpretation, and every care decision. The configured system may support only approved administrative response, intake, scheduling, routing, and follow-up.
Run one de-identified or synthetic patient-access inquiry through the configured path and verify that the test conversation answers within approved knowledge, asks only necessary questions, preserves context, and escalates sensitive or uncertain requests cleanly. Record the expected state, actual state, exception owner, and corrective action before release. This is an implementation control, not a performance claim. Validate it with the business's own recent records, approved policies, synthetic or de-identified test cases, and named human reviewers before release.