03 October 2025
A joint AI initiative between Wildix and RoboReception has yielded substantial improvements in patient access and operational efficiency across 65 dental practices in the UK.
Since its deployment in May 2025, the clinician-designed, 24/7 AI receptionist system has handled over 50,000 patient calls without a single missed contact, marking a significant stride in reducing missed calls — a challenge that has long plagued healthcare providers. Previously, up to one-third of new patient calls went unanswered, often resulting in lost opportunities and diminished patient care.
The innovative system has helped recover approximately £9 million in care revenue within just a few months of operation and has freed over 2,000 staff hours, allowing dental teams to focus more on clinical duties. This success is attributed to the voice automation technology that underpins the platform, which seamlessly integrates Wildix’s Unified Communications as a Service (UCaaS) platform, powered by Wilma AI, with RoboReception’s dentist-developed workflows. This integration provides practice staff with oversight on when AI should handle calls, when human intervention is necessary, and how call records are managed, with a smooth escalation process to live staff when needed.
RoboReception was founded specifically to address front-desk challenges faced by clinicians, with Co-Founder Dr Grant McAree emphasizing the importance of building a system that empowers clinicians rather than replacing them. He highlighted that the platform was created by clinicians for clinicians to give practices back control and improve patient access. Since launch, the system has managed to resolve 96% of calls autonomously, with only 4% requiring escalation to human staff. Monthly new patient bookings have increased significantly from 18% to 70%, with an average of 500 new bookings per month and late cancellations decreasing by 75%.
The system operates in strict compliance with GDPR, ensuring encrypted communications, role-based access, and audit logs, addressing security and data privacy concerns. Industry leaders have praised the solution for its rapid deployment and clinician-centric approach. Dimitri Osler, Chief Innovation Officer at Wildix, noted that the technology is not only safe and trusted but also scalable, with practices expanding to hundreds of sites in a matter of weeks — a testament to the system’s effectiveness and ease of integration.
The platform’s comprehensive features also include real-time appointment scheduling, call transfers, and integration with existing patient record and CRM systems, facilitated by Wildix’s open APIs and engineering support. This has enabled a rapid and seamless adoption across practices, surpassing traditional healthcare technology deployment speeds.
Building on this success, Wildix and RoboReception plan to extend the rollout to more than 500 practices across markets including Ireland and Australia. The expansion aligns with Wildix’s strategic focus on AI-enabled unified communications that support operational growth in healthcare and beyond, promising to further enhance patient access and practice efficiency worldwide.
