The challenge: One in four new patients lost before anyone spoke to them

ClearView Dental Partners operates six dental practices across the Greater Toronto Area. New patient acquisition is the lifeblood of the business, and the majority of new patients come through phone inquiries, not online booking.
The problem was simple but expensive: during busy periods, the front desk couldn't answer every call. ClearView's internal data showed that 32% of new patient inquiry calls went to voicemail. Of those, only 18% ever called back. That meant roughly one in four prospective new patients was lost before anyone even spoke to them.
With an average patient lifetime value of $2,800 CAD, every missed call represented significant lost revenue. Hiring additional front-desk staff across six locations to cover peak call times would have cost $240,000 CAD per year.

The solution: Every call answered on the first ring, in natural Canadian English

Thrumble AI was deployed as ClearView's first point of contact for all new patient inquiries. The AI answers every call on the first ring, in natural Canadian English, and walks prospective patients through the intake process.
The call flow covers: confirming the caller is a new patient, capturing their contact details and dental history basics, explaining the practice's services and pricing, checking appointment availability, and booking their first visit.
For callers with specific clinical questions (wisdom teeth, orthodontics, emergency care), the AI provides pre-approved responses and routes complex queries to the practice manager with a full call summary.
Every interaction is logged with the caller's details, inquiry type, and outcome (booked, callback requested, or referred to practice manager).

The results: The numbers speak for themselves

• 1,100+ new patient inquiry calls handled per month across all 6 practices.

• 340 new patients booked per month through the AI, up from 230 with human-only reception. A 48% increase in new patient conversion.

• Zero calls go to voicemail during operating hours. After hours, the AI continues to capture inquiries and book provisional appointments.

• Average call handling time: 2 minutes 10 seconds, compared to 5 minutes 45 seconds with human receptionists.

• 94% caller satisfaction rate based on post-call survey data.

The commercial impact: $3.7M in additional lifetime patient value, every year.

The 110 additional new patients per month represent an estimated $3.7 million CAD in additional lifetime patient value per year.
Front-desk staffing costs reduced by $145,000 CAD annually by redeploying reception hours away from phone duty toward in-practice patient experience.
Fully operational across all 6 practices in 5 weeks.

48% more new patients. Zero missed calls. $3.7M in additional lifetime value, every year.