.svg)
Share.svg)
Tweet.svg)
Post.svg)
MailNote: This article describes a previous version of Patient Prism. You can read about the latest version of Patient Prism, V3, here.
Statistical Knowledge of Human Behavior
June 2021--American Anthropologist Margaret Mead (1901-1978) is often quoted as having said, "What people say, what people do, and what people say they do are entirely different things." Fast forward to 2021—Artificial Intelligence has made it possible to assess millions of data points and make real-time correlations among spoken words and behavior. Statistical knowledge of human behavior has grown.
Today, with Patient Prism’s AI-integrated software and data cloud developed from assessing over five million new patient calls in over 900 dental practices, we know which conversational elements significantly improve the probability of converting potential new dental patients into booked appointments. Patient Prism is designed to constantly provide fast feedback with the result that your front desk easily learns and masters optimal phone conversations.
Dental practices of all sizes are achieving 85% to 95% conversion within six months of implementing Patient Prism.
Also exciting -- the software is constantly being taught to accurately interpret individual speakers’ voices, is tracking diverse behavior across localities, and as society’s concerns and values shift, it is learning what is important to people for their oral health and smile aesthetics—in each local community in real-time.
AI Technology Tracks Behavioral Changes
Margaret Meade said, “Our humanity rests upon a series of learned behaviors, woven together into patterns that are infinitely fragile and never directly inherited.” By infinitely fragile, she meant humans are constantly adapting to new challenges for survival, comfort, and fulfillment. Our behaviors change. As AI-integrated software gathers and interprets more and more data, it is tracking that change.
One change we have witnessed during the last pandemic year is people’s increased knowledge about oral health and its impact on their immune systems. We’ve tracked an acceleration of calls to dental offices by people who have not been to the dentist in the last year or years. We’ve tracked front desk teams accommodating the need to spend more time focused on assuring potential patients that they will be entering a safe zone—safe not only for personal protection from a viral infection but also for kindness and understanding. People who are seeking comfortable re-entry into dental offices are often self-deprecating. And we’ve observed changes in front desk empathy and time devotion to callers and adjustment of practice schedules so that more people may have access to “gentle, nonjudgmental” care.
Human Validation Adds to Accuracy
It’s not all about AI. Even Gen Z digital natives know human touch is needed. We are social beings. We are internally driven to seek human interaction and validation, and our mental and physical health benefits from face-to-face communication and connection. But in addition to this, our human minds use our special knowledge, experience, and intuition to validate the accuracy of AI assessments—whether it be in diagnosis of a health condition or, in the case of Patient Prism, the accuracy of a call assessment. AI enhances our knowledge and information transfer, but it does not replace us.
Human touch and human validation are built into Patient Prism. Patient Prism has a large team of live human coaches listening to flagged segments of calls and adding their expertise to the delivered alerts and feedback. All new clients are onboarded with the assistance of our Client Success Team and then assigned a Client Success Account Manager who personally supports usage.
In addition, our CEO, Amol Nirgudkar, travels across the country multiple times a month to meet with dental owners and to see what is happening live in situ. Much like a field anthropologist, he is gathering knowledge that can be transferred to help dentistry evolve to benefit everyone … patients, clinicians, administrative teams, business owners and managers, investors, technology developers, suppliers, marketers, legal and financial advisors… And as a serial entrepreneur, he is looking for problems Patient Prism and future AI technology can solve.
Technology Accelerates Learning
Another quote from Margaret Mead is, “Man's most human characteristic is not his ability to learn, which he shares with many other species, but his ability to teach and store what others have developed and taught him.” Knowledge translation and transfer is accelerating, and impressive efficiency is achieved by harnessing and training technology to work with us. In the last two years, Patient Prism sped up its AI and human-coached feedback from less than an hour to within 20 minutes of a call. Over the last two years, Patient Prism Academy transitioned from videos of dental consultants in our studio to videos of dental consultants at conferences and on the go to a multitude of “remote” Zoom video conversations of real depth about what is immediately relevant right now.
Fast, Actionable, Accurate Intelligence
Margaret Mead measured personal success in terms of the contributions an individual makes to her or his fellow human beings, and she said that she was brought up to believe the only thing worth doing was to add to the sum of accurate information in the world. Patient Prism is all about delivering fast, actionable, and accurate intelligence that makes dental practices more effective. This includes accelerating learning so that front desk teams steadily and quickly learn optimal ways to help people schedule the dental care they need.
We invite you to schedule a demonstration and personalized consultation here >>
Free Checklist to schedule more patients!
