TurnUp World AI Call Center

Our call agent makes and takes routine calls. Your team handles the patients.

Our call agent phones patients who haven’t confirmed, answers patients who ring to confirm, cancel or move, and hands anything that needs a person back to your team.

Book a demo See how it works
Elissa · outbound callWestview Dental Studio · confirming tomorrow 09:40

ElissaHi Henry, this is Elissa, the digital assistant at Westview Dental Studio. I am calling about your check-up tomorrow at twenty to ten. Can you still make it?

HenryTomorrow is tricky. Is there anything on Thursday?

ElissaThursday at three o’clock is free with Dr Lark. Shall I move you?

HenryYes please.

ElissaLovely, that’s all sorted. You’re now booked in for Thursday at three o’clock with Dr Lark. We’ll see you then, Henry. Have a lovely day!

Rebooked to Thu 15:00, written to the diary, 09:40 slot released

Sample practice and patient names.

Reception cannot make the calls and take the calls at the same time

Confirmation calls, rebooking calls and the patient who rings to move an appointment all land on the same few people, usually while someone is standing at the counter.

The calls that get dropped are the ones that protect the diary: the unconfirmed appointment tomorrow morning, and the patient who would have moved if anyone had asked.

Practice team member answering the phone at the desk
How it works

How the AI Call Center works

Our call agent works from the same diary and the same risk scores as the rest of TurnUp World, so it only calls when a call is worth making.

  1. 1

    Makes and takes the right calls

    Our call agent calls the appointments that are still unconfirmed or flagged as high risk, and answers patients who ring the practice about an appointment.

  2. 2

    Talks it through

    It calls and answers on your practice’s own number, says who is calling and why, in plain language, and listens to what the patient wants to do.

  3. 3

    Updates the diary

    Confirm, cancel or move: the outcome is written straight back to your practice management system.

  4. 4

    Hands back what needs a person

    Anything outside the routine lands on the To-dos list with a short summary, for reception to pick up.

What the practice gets

The diary protected by calls nobody at the desk had to make

More time for your team

Elissa makes and answers routine confirmation and rebooking calls, so nobody at the desk has to pick up the phone.

Unconfirmed appointments get an answer

A call before the appointment turns a silent reminder into a confirmation, a cancellation or a new date.

Released slots you can still fill

A cancellation on the call goes straight to the last-minute queue while there is time to refill it.

See Last-minute Filling

Every call logged

Elissa logs each call with its outcome, so reception can see what was said and step in when needed.

A person when a person is needed

Our call agent hands back anything it should not decide, with a summary, instead of guessing.

In the patient's language

Our call agent also speaks the patient’s own language, following the language held in your practice software.

Questions about the AI Call Center

01What can our call agent handle?
Routine appointment calls: confirming an upcoming appointment, taking a cancellation, and moving an appointment to another free slot in the diary. It also follows up appointments that stayed unconfirmed after the reminders, and answers patients who ring the practice to do any of these. Anything that needs clinical judgement, a complaint or a billing question is handed back to reception rather than handled on the call.
02When does a call escalate to a human?
Whenever the patient asks for something outside a routine confirm, cancel or rebook, asks to speak to someone, or the call does not reach a clear outcome. The call then lands on the To-dos list with a short summary of what the patient said, so reception can call back without starting from zero.
03What languages does our call agent support?
Our call agent calls patients in their own language, based on the language held in your practice software. Whatever language the patient speaks, our call agent can hold the call in it. If a patient switches language or is hard to understand, the call is handed back to reception instead of being forced through to an outcome.
04Will patients know they are talking to an AI?
Yes. Our call agent introduces itself as the practice's digital assistant at the start of every call, and patients can ask for a person at any time. Every call and its outcome are logged, so the practice can always see exactly what was said to a patient on its behalf.
05Which number does our call agent call from?
Your practice's own number. TurnUp works with local telephony partners so the practice keeps its existing number and our call agent calls patients from it. When a patient calls back, they reach your practice, and our call agent can answer the routine calls on that number too.
06Does our call agent work with our practice management system?
Yes. Our call agent reads the diary through the same connection as the rest of TurnUp World, which works with Dentally, DentAdmin, Exquise, Progenda and System for Dentists. Where the PMS supports it, outcomes are written straight back. A confirmation or rebooking on the call appears in the diary straight away.
07How is call data handled?
Call data is processed under the same data processing agreement as the rest of TurnUp World, hosted inside the EU and visible only through role-based accounts with an audit trail. Recording and retention: [CONFIRM CALL RECORDING AND RETENTION POLICY]. Your practice remains the controller of all patient data.

See the AI Call Center at work.

In a demo we walk you through TurnUp World with your own practice in mind: our call agent, No-show Prevention, Last-minute Filling and Insights, and how they work together on one diary.

Book a demo See customer stories