Viva AI — Implementation Playbook (DSO)

Viva AI Implementation Playbook

AI Receptionist Deployment Guide for DSOs

---

1. Executive Summary

What Viva AI Does

Viva AI is an AI-powered receptionist platform that automates patient communications across phone, text, and web channels—handling appointment scheduling, confirmations, recalls, insurance verification, and patient inquiries 24/7 without human intervention.

Why DSOs Benefit from AI Receptionist Technology

DSOs operating 15–50 locations face a compounding challenge: front desk capacity constraints multiply across every site, creating inconsistent patient experiences, missed revenue from unanswered calls, and labor costs that scale linearly with growth. AI receptionists deliver three scale advantages that single practices cannot realize:

1. Standardization: Every patient interaction follows your protocols—scripting, scheduling rules, and escalation paths are identical whether it's your flagship location or your newest acquisition
2. Data Aggregation: Centralized visibility into call volumes, booking rates, patient sentiment, and operational bottlenecks across your entire portfolio enables pattern recognition impossible with siloed front desks
3. Labor Arbitrage: A single AI platform replaces fractional FTEs at every location simultaneously, with marginal cost near zero for each additional site

Expected Timeline: Decision to Full Deployment

Phase	Timeline
Pre-Implementation	Weeks 1–2
Pilot Wave (2–3 locations)	Weeks 3–5
Wave 2 Expansion (5–8 locations)	Weeks 6–9
Full Portfolio Rollout	Weeks 10–16
Post-Launch Optimization	Weeks 17–24

Total timeline for a 30-location DSO: 4–6 months to full deployment with optimized performance.

---

2. Pre-Implementation Checklist (Weeks 1–2)

Technical Requirements

Network Infrastructure

☐ Minimum 50 Mbps upload/download speed per location (verify with speed tests at all sites) ☐ Stable internet connection with <2% packet loss (critical for voice quality) ☐ Firewall configuration allowing outbound connections to Viva AI servers ☐ VoIP compatibility verification if replacing or supplementing existing phone systems ☐ QoS (Quality of Service) settings prioritizing voice traffic on local networks

Hardware Requirements

☐ Modern workstations (Windows 10/11 or macOS 11+) for dashboard access ☐ Headsets with noise cancellation for staff monitoring/override functions ☐ Dedicated tablet or monitor for real-time AI interaction display (recommended, not required)

Software Prerequisites

☐ Current version of Practice Management System (PMS)—Dentrix G7.4+, Eaglesoft 21+, or Open Dental 22.1+ ☐ Web browser: Chrome 90+ or Edge 90+ (Safari has limited functionality) ☐ PDF reader for documentation and training materials

Vendor Onboarding Steps

Step	Owner	Timeline	Key Contact
🔵 Contract execution and BAA signing	Legal + Viva AI	Day 1–3	Your Viva AI Account Executive
🔵 Kickoff call scheduling	Operations + Viva AI	Day 3–5	Implementation Manager (assigned post-contract)
🔵 Technical discovery questionnaire completion	IT + Viva AI	Day 5–7	Technical Implementation Specialist
🔵 Integration credentials exchange	IT + Viva AI	Day 7–10	Integration Engineer
🔵 Custom scripting requirements workshop	Operations + Viva AI	Day 10–14	Customer Success Manager

Key Contacts to Establish

☐ Viva AI Account Executive (commercial issues, renewals, escalations) ☐ Viva AI Implementation Manager (project timeline, milestone tracking) ☐ Viva AI Technical Support (Tier 1 issues, integration troubleshooting) ☐ Viva AI Customer Success Manager (optimization, training, best practices)

Data/Access Prerequisites

☐ PMS admin credentials with API access enabled ☐ Phone system admin access (for call routing configuration) ☐ 🔵 API keys generated from PMS (vendor will provide documentation) ☐ Patient data export in required format (CSV/XML—confirm with Viva AI) ☐ 12 months of historical appointment data for AI training ☐ Current scheduling templates and provider availability rules ☐ Insurance verification credentials (if using Viva AI's insurance module)

Enterprise-Level Requirements

Network Standards Across Locations

☐ 🟣 Decision: Centralized vs. location-level hosting (recommend centralized for DSO scale) ☐ Standardized network configuration template deployed to all locations ☐ VPN configuration for secure data transmission (if required by security policy) ☐ ⚠️ Network audit of all locations—identify any sites with infrastructure gaps before rollout

Identity and Access Management

☐ SSO integration with existing identity provider (Okta, Azure AD, Google Workspace) ☐ 🔵 Viva AI SAML/OIDC configuration (vendor provides setup) ☐ Role-based access control (RBAC) structure defined:

• Executive: Full dashboard access, all locations, all reports
• Regional Manager: Dashboard access for assigned region, reporting
• Office Manager: Single-location access, local reporting, override functions
• Front Desk Staff: Interaction monitoring, escalation handling only

Centralized Credentialing

☐ Master credential vault established (recommend 1Password Business or equivalent) ☐ API key rotation policy defined (quarterly rotation recommended) ☐ Emergency access protocol documented

Stakeholder Alignment Map

Board/Investors

Who	What They Need	When	Owner
Board of Directors	Strategic rationale, ROI projections, risk assessment	Pre-contract	CEO/CFO
PE Operating Partners	Alignment with value creation plan	Pre-contract	CEO

C-Suite

Who	What They Need	When	Owner
CEO	Strategic vision, competitive positioning	Week 1	VP Operations
CFO	Budget approval, ROI framework, financial controls	Week 1	VP Operations
CDO	Clinical workflow impact, quality assurance	Week 1	VP Operations
CIO/IT Director	Technical requirements, security review, integration plan	Week 1	Implementation Lead

Regional Operations

Who	What They Need	When	Owner
Regional Managers	Rollout timeline for their region, resource requirements, success metrics	Week 2	VP Operations
Regional Clinical Directors	Provider workflow changes, training expectations	Week 2	CDO

Location Level

Who	What They Need	When	Owner
Office Managers	Detailed implementation timeline, staff training plan, daily workflow changes	Week 2–3	Regional Manager
Lead Providers	Clinical impact briefing, override protocols	Week 2–3	Regional Clinical Director
Front Desk Staff	Training schedule, new responsibilities	Week 3+	Office Manager

Baseline Metrics to Capture

⚠️ Critical: Establish identical measurement methodology across all locations BEFORE go-live. Inconsistent baseline data will invalidate ROI calculations.

Required Baseline Metrics (Capture for 30 days pre-implementation)

Metric	Definition	Data Source	Measurement Frequency
Call Volume	Total inbound calls	Phone system reports	Daily
Answer Rate	% of calls answered within 3 rings	Phone system reports	Daily
Abandon Rate	% of calls abandoned before answer	Phone system reports	Daily
Average Wait Time	Seconds before answer	Phone system reports	Daily
Appointments Scheduled via Phone	Count per day	PMS reports	Daily
Online Booking Utilization	% of appointments booked online	PMS reports	Weekly
Recall Success Rate	% of recall attempts resulting in booked appointments	PMS reports	Monthly
New Patient Conversion	% of new patient inquiries that schedule	Manual tracking	Monthly
Front Desk FTE Hours	Total hours worked by front desk staff	Payroll reports	Weekly
Patient Wait Time (In-Office)	Minutes from arrival to treatment start	PMS timestamp analysis	Weekly
Patient Complaints (Phone-Related)	Count of complaints about phone access	Patient feedback system	Monthly

Metric Standardization Protocol

☐ 🟣 Appoint single owner responsible for metric definitions (recommend VP Operations) ☐ Create written definitions document with examples ☐ Distribute to all Office Managers with sign-off requirement ☐ Conduct 15-minute calibration call per region to ensure consistent interpretation ☐ ⚠️ Audit Week 1 data submissions for consistency before accepting as baseline

---

3. Location Readiness Assessment

Scoring Framework

Rate each location 1–5 on the following factors, then calculate a composite readiness score.

Factor 1: IT Infrastructure Maturity (Weight: 25%)

Score	Criteria
5	Fiber internet 100+ Mbps, modern hardware (<3 years old), current PMS version, existing VoIP system
4	Reliable internet 50+ Mbps, hardware <5 years old, PMS within 2 versions of current
3	Internet 25–50 Mbps with occasional issues, mixed hardware age, PMS requires update
2	Internet <25 Mbps or reliability issues, aging hardware, PMS significantly outdated
1	Chronic connectivity issues, hardware failures, PMS version incompatible with integration

Factor 2: Staff Tenure and Adaptability (Weight: 20%)

Score	Criteria
5	Front desk turnover <10%, team has adopted 2+ new technologies in past 2 years, positive feedback on tech
4	Turnover 10–20%, successful technology adoption history, generally positive attitude
3	Turnover 20–30%, mixed technology adoption history, neutral attitude toward change
2	Turnover 30–50%, struggled with recent technology implementations, some resistance
1	Turnover >50%, failed technology implementations, active resistance to change

Factor 3: Patient Volume (Weight: 20%)

Score	Criteria	Risk/Impact Profile
5	150–250 patients/week	High impact, moderate risk—ideal pilot
4	250–350 patients/week	High impact, manageable risk
3	100–150 patients/week	Moderate impact, lower risk
2	350–500 patients/week	Very high volume—significant risk if issues arise
1	<100 or >500 patients/week	Either too low impact or too high risk for early waves

Factor 4: Existing Tech Stack Compatibility (Weight: 20%)

Score	Criteria
5	Dentrix Enterprise, Eaglesoft, or Open Dental with cloud sync; modern phone system with API access
4	Supported PMS with straightforward integration; phone system can route to Viva AI
3	Supported PMS but requires configuration; phone system needs modification
2	PMS requires upgrade for integration; phone system overhaul needed
1	Unsupported PMS or legacy phone system requiring replacement

Factor 5: Local Champion Availability (Weight: 15%)

Score	Criteria
5	Office Manager or provider is tech-forward, has led past implementations, actively wants to pilot
4	Competent team member interested in championing; strong support from Office Manager
3	Office Manager willing to champion but limited bandwidth or tech comfort
2	No clear champion; Office Manager is neutral or focused elsewhere
1	Active resistance from leadership; no candidate for champion role

Composite Score Calculation

Formula: (F1 × 0.25) + (F2 × 0.20) + (F3 × 0.20) + (F4 × 0.20) + (F5 × 0.15) = Composite Score

Score Interpretation:

Composite Score	Rollout Wave	Notes
4.5–5.0	Wave 1 Pilot	Ideal pilot candidates
3.5–4.4	Wave 2	Strong candidates after pilot learnings
2.5–3.4	Wave 3	Require remediation before rollout
<2.5	Wave 4/Defer	Address fundamental issues first

Sample Readiness Assessment

Location	IT Infra (25%)	Staff (20%)	Volume (20%)	Tech Stack (20%)	Champion (15%)	Composite	Wave
Phoenix Central	5	4	5	5	5	4.80	1
Scottsdale North	4	5	4	4	4	4.20	1
Mesa Downtown	4	3	4	4	3	3.65	2
Tempe University	3	2	4	3	2	2.85	3
Chandler South	2	3	3	2	2	2.40	4/Defer

Rollout Sequence Recommendation

Wave 1 (Pilot): Select 2–3 locations with composite scores ≥4.5, ensuring:

• At least one "flagship" high-volume location
• At least one mid-volume location
• Geographic diversity if managing multiple regions
• Strong champions who can share learnings

Wave 2: Select 5–8 locations with composite scores 3.5–4.4

• Address any infrastructure gaps identified in assessment
• Assign Wave 1 champions as mentors to Wave 2 sites

Wave 3: Remaining locations scoring 2.5–3.4

• Implement remediation plans for specific weaknesses before rollout
• Extend training time as needed

Wave 4/Defer: Locations scoring <2.5

• Complete infrastructure upgrades, PMS updates, or staffing changes before attempting rollout
• Consider whether location should receive additional support or be deprioritized

---

4. Rollout Strategy

Wave Structure

Overview

Wave	Locations	Duration	Purpose
Wave 1 (Pilot)	2–3 locations	3 weeks	Validate configuration, training model, and identify issues
Wave 2 (Early Majority)	5–8 locations	4 weeks	Scale validated approach, refine based on pilot learnings
Wave 3 (Full Deployment)	Remaining locations	4–6 weeks	Complete portfolio rollout

Wave 1: Pilot Selection Criteria

🟣 Executive Decision Required: Final pilot location selection

Selection Requirements:

1. Composite readiness score ≥4.5
2. Office Manager explicitly committed to providing detailed feedback
3. Provider(s) supportive of AI technology
4. Patient volume 150–250/week (high enough for meaningful data, low enough for manageable risk)
5. Representative of your broader portfolio (not outliers in specialty mix or demographics)
6. Geographic proximity to central team (reduces travel burden for on-site support)
7. Not a recent acquisition (established systems and culture)

Recommended Pilot Structure:

• Location A: Highest-performing location with strongest champion
• Location B: "Representative" location matching median performance metrics
• Location C: (Optional) Location with minor challenges to stress-test support model

Timeline Per Wave

Wave 1 (Pilot): Weeks 3–5

Week	Activities
Week 3	Configuration, integration testing, staff training
Week 4	Go-live with full central team support, daily monitoring
Week 5	Stabilization, feedback collection, documentation of learnings
Buffer (3–5 days)	Implement process improvements before Wave 2

Wave 2 (Early Majority): Weeks 6–9

Week	Activities
Week 6	Configuration and training (leveraging Wave 1 champions)
Week 7–8	Staggered go-lives (2–3 locations per week)
Week 9	Stabilization, regional-level optimization
Buffer (3–5 days)	Final process refinements before Wave 3

Wave 3 (Full Deployment): Weeks 10–16

Week	Activities
Weeks 10–11	Configuration and training batch 1
Weeks 12–13	Configuration and training batch 2
Weeks 14–15	Staggered go-lives (5–10 locations per week)
Week 16	Final stabilization, portfolio-wide optimization

Go/No-Go Criteria

Advance to Next Wave When: ☐ >90% of pilot locations meet baseline performance (no degradation) ☐ <5 critical issues unresolved ☐ All critical issues have documented workarounds ☐ Training materials validated and updated based on pilot feedback ☐ Support escalation paths tested and functional ☐ Net Promoter Score from pilot Office Managers ≥7 ☐ No patient complaints directly attributable to AI system

Pause Criteria: ⚠️ Halt advancement if any of the following occur:

• 3 critical system failures per location per week

• Patient-facing errors affecting >5% of interactions
• Integration failures causing data discrepancies
• Staff NPS drops below 5 (indicating severe resistance)
• Any HIPAA-related incident

Rollback Plan

Immediate Rollback (Within 24 hours):

1. Revert phone routing to direct front desk lines
2. Disable Viva AI appointment scheduling integration
3. Return to manual confirmation/recall workflows
4. Notify affected patients of temporary "system maintenance"

Phased Rollback (If partial functionality is viable):

1. Disable problematic features only (e.g., keep scheduling, disable insurance verification)
2. Increase front desk staffing temporarily to cover reduced automation
3. Document all manual interventions for future re-implementation

Communication Protocol:

1. Office Manager → Regional Manager (within 1 hour of decision)
2. Regional Manager → VP Operations (within 2 hours)
3. VP Operations → C-Suite (within 4 hours)
4. 🔵 Implementation Lead → Viva AI Account Executive (immediately)

Post-Rollback:

1. Conduct root cause analysis within 48 hours
2. Document findings and remediation plan
3. 🟣 Executive review before re-attempting go-live

---

5. Configuration & Integration (Weeks 2–3)

Practice Management System Integration

Dentrix Integration (G7.4+)

Estimated Time: 4–6 hours

Step	Owner	Time	Notes
1. Enable Dentrix API access	Local IT + Dentrix Support	30 min	Requires admin credentials
2. Generate API key in Dentrix	Local IT	15 min	Document key securely
3. 🔵 Enter API key in Viva AI portal	Viva AI + IT	15 min	Vendor guides this step
4. Configure scheduling rules mapping	Operations + Viva AI	2 hrs	Map appointment types, provider schedules
5. 🔵 Test patient lookup functionality	Viva AI	30 min	Verify name/DOB/phone matching
6. Test appointment creation	IT + Front Desk	30 min	Create test appointments, verify in Dentrix
7. ⚠️ Verify insurance information sync	IT + Billing	45 min	Common failure point—test thoroughly
8. Document any custom configurations	IT	30 min	For future reference and replication

Eaglesoft Integration (Version 21+)

Estimated Time: 5–7 hours

Step	Owner	Time	Notes
1. Enable Eaglesoft Database access	Local IT	30 min	May require Patterson support
2. Configure ODBC connection	Local IT + Viva AI	1 hr	⚠️ Firewall configuration often needed
3. 🔵 Viva AI connection configuration	Viva AI	30 min	Vendor configures their side
4. Map operatories and providers	Operations + Viva AI	1.5 hrs	Ensure all providers are mapped correctly
5. Configure appointment type mapping	Operations + Viva AI	1 hr	Match Viva AI categories to Eaglesoft types
6. Test bidirectional sync	IT + Front Desk	1 hr	Create/modify/cancel appointments both directions
7. ⚠️ Verify patient merge handling	IT	30 min	Test duplicate patient scenarios
8. Document configuration settings	IT	30 min	Include screenshots

Open Dental Integration (Version 22.1+)

Estimated Time: 3–4 hours

Step	Owner	Time	Notes
1. Enable Open Dental API	Local IT	15 min	Built-in, straightforward
2. Generate API credentials	Local IT	10 min	Store securely
3. 🔵 Configure in Viva AI dashboard	Viva AI	20 min	Enter credentials, test connection
4. Review default mappings	Operations	30 min	Open Dental usually maps cleanly
5. Customize appointment type mappings	Operations	45 min	Match to your specific types
6. 🔵 Enable real-time sync	Viva AI	15 min	Webhook configuration
7. Test all appointment workflows	IT + Front Desk	45 min	Create, modify, cancel, recall
8. Document any deviations from standard config	IT	15 min	For troubleshooting

Phone System Integration

Standard VoIP Integration

Estimated Time: 2–3 hours per location

Step	Owner	Time	Notes
1. Document current call flow	IT	30 min	Before making changes
2. 🔵 Obtain Viva AI phone number or SIP credentials	Viva AI	15 min	Vendor provides
3. Configure call routing rules	IT + Phone System Vendor	45 min	Route to Viva AI as first responder
4. Set up overflow routing	IT	30 min	Fallback to front desk after X seconds
5. Configure after-hours handling	IT + Viva AI	20 min	Viva AI handles 24/7 or voicemail
6. Test inbound call flow	IT + Front Desk	30 min	Call in, verify routing works
7. ⚠️ Test transfer to live agent	IT + Front Desk	20 min	Critical path—test multiple times
8. Document new call flow	IT	15 min	Update internal documentation

Test Environment Setup

Enterprise Test Environment Approach

🟣 Decision Point: Centralized sandbox vs. per-location testing

Recommended: Centralized test environment with location-specific testing

☐ 🔵 Request Viva AI sandbox environment (separate from production) ☐ Configure sandbox with 2–3 representative location profiles ☐ Load anonymized patient data (minimum 1,000 records for realistic testing) ☐ Create test provider schedules matching production patterns ☐ Document all test credentials separately from production

Validation Checklist

Functionality Testing: ☐ Inbound call handling (greeting, menu navigation) ☐ Patient identification (existing patient lookup) ☐ New patient information capture ☐ Appointment scheduling (various types) ☐ Appointment modification ☐ Appointment cancellation ☐ Recall/recare outreach ☐ Appointment confirmation ☐ Transfer to live agent ☐ After-hours handling ☐ Emergency routing

Integration Testing: ☐ PMS patient sync (real-time) ☐ PMS appointment sync (bidirectional) ☐ Schedule availability accuracy ☐ Provider preference adherence ☐ Operatory assignment logic ☐ Insurance information capture ☐ ⚠️ Edge cases: same-day appointments, schedule conflicts, waitlist

Performance Testing: ☐ Call quality assessment (5+ test calls) ☐ Response latency measurement ☐ Concurrent call handling (if applicable)

Standardized Configuration Template

Settings to Standardize Centrally

Setting Category	Standardize	Notes
Greeting scripts	✓	Brand consistency
Business hours definition	✓	Unless locations have different hours
Appointment duration rules	✓	By procedure type
Cancellation policy messaging	✓	Legal/compliance consistency
HIPAA verification script	✓	Required language
Emergency routing	✓	Safety-critical
Escalation triggers	✓	When to transfer to human
Reporting metrics	✓	Enable cross-location comparison
Access permissions	✓	RBAC consistency

Settings Allowing Local Discretion

Setting Category	Allow Local	Notes
Provider scheduling preferences	✓	Individual provider requirements
Specialty-specific scripts	✓	Ortho, perio, endo variations
Local office hours	✓	If hours vary by location
Provider vacation/block time	✓	Managed locally
Local phone number	✓	Maintain existing numbers
Staff-specific override permissions	✓	Based on local staffing

Security and HIPAA Compliance

Enterprise-Level HIPAA Checklist

Legal/Contractual: ☐ 🔵 Business Associate Agreement (BAA) executed with Viva AI ☐ BAA reviewed by DSO legal counsel ☐ Data processing addendum reviewed (if applicable for state laws) ☐ Incident response provisions documented in contract

Technical Controls: ☐ 🔵 Confirm Viva AI SOC 2 Type II certification (or equivalent) ☐ Verify data encryption in transit (TLS 1.2+) ☐ Verify data encryption at rest (AES-256 or equivalent) ☐ Confirm data center location (US-based, HIPAA-compliant) ☐ Review data retention policies ☐ Confirm access logging capabilities ☐ ⚠️ Verify call recording storage and access controls

Access Controls: ☐ RBAC configured per defined roles ☐ Minimum necessary access principle applied ☐ Admin access limited to named individuals ☐ SSO configured with MFA enforcement ☐ Access review process established (quarterly)

Data Governance: ☐ Define data ownership and stewardship ☐ Document data flow diagrams ☐ Establish data deletion/retention policies ☐ Configure audit logging ☐ Define incident response procedures

---

6. Team Training Plan

Train-the-Trainer Model

Champion Selection Criteria

Each location requires one designated champion who will:

• Receive intensive training from Viva AI/central team
• Train all staff at their location
• Serve as first-line support during rollout
• Provide feedback to central team

Selection Criteria: ☐ Office Manager preferred; alternatively, senior front desk staff ☐ Minimum 1 year tenure at location ☐ Demonstrated comfort with technology (smartphone proficiency minimum) ☐ Strong communication skills ☐ Respected by peers ☐ Available for 4+ hours of initial training ☐ Committed to being accessible during go-live week

Champion Responsibilities

Responsibility	Time Commitment	Timeline
Complete intensive champion training	4 hours	1 week before go-live
Train all front desk staff	2 hours per person	Before go-live
Conduct provider briefings	30 min per provider	Before go-live
Monitor system during go-live	Continuous (Week 1)	Go-live week
Answer staff questions	Ongoing	First 30 days
Escalate technical issues	As needed	Ongoing
Provide feedback to central team	30 min/week	First 60 days
Train new hires	1 hour per hire	Ongoing

Champion Certification Process

1. 🔵 Complete Viva AI online certification course (2 hours)
2. Participate in live Q&A session with Viva AI trainer (1 hour)
3. Pass written assessment (80% minimum score)
4. Complete observed role-play scenario (30 minutes)
5. Receive champion designation and materials

Standardized Training Materials

Materials Created Centrally

☐ Role-specific training slide decks ☐ Video walkthroughs of key workflows (screen recordings) ☐ Day 1 cheat sheets (one-pagers per role) ☐ FAQ document (anticipate common questions) ☐ Troubleshooting guide (common issues and fixes) ☐ Patient communication scripts (how to explain AI to patients) ☐ Assessment quizzes (verify comprehension)

Materials Champions Customize Locally

☐ Location-specific schedule examples ☐ Provider preference summaries ☐ Local phone routing specifics ☐ Team member override permissions list

Role-Specific Training Outlines

Front Desk Staff Training

Training Time: 2 hours (split into two 1-hour sessions) Format: Live demonstration + hands-on practice Trainer: Location Champion

Session 1 (1 hour): Understanding the System

Topic	Time	Method
Overview: What Viva AI does and doesn't do	10 min	Presentation
When patients interact with AI vs. you	10 min	Examples
How to monitor active AI conversations	15 min	Live demo
Taking over from AI (when and how)	15 min	Hands-on practice
Questions and concerns	10 min	Discussion

Session 2 (1 hour): Daily Workflows

Topic	Time	Method
Morning checklist: Verifying system status	10 min	Live demo
Reviewing AI-scheduled appointments	15 min	Hands-on practice
Handling AI escalations	15 min	Role-play
Common patient questions about AI	10 min	Script review
Reporting issues	10 min	Process walkthrough

Common Resistance Points and Responses:

Resistance	Response
"AI will replace me"	"AI handles routine calls so you can focus on patients in the office and complex situations that need human judgment. Your role is elevated, not eliminated."
"Patients won't want to talk to AI"	"Research shows 73% of patients prefer self-service for routine scheduling. Those who don't can easily transfer to you."
"I'm not tech-savvy"	"The dashboard is simpler than most smartphone apps. We'll practice together until you're confident."
"What if AI makes mistakes?"	"You have full visibility and can take over any conversation. The AI learns from corrections over time."

Day 1 Cheat Sheet: Front Desk

┌────────────────────────────────────────────────────────────────────┐
│