How Alpha Dental recovered $150K each quarter

Alpha Dental runs 19 practices across Massachusetts and Rhode Island, with more than 20 providers and a central operations team serving tens of thousands of patients a year. As the group grew, the phone became the bottleneck: more than 129,000 calls a quarter, over half of staff time spent on routine calls, and a front desk answering phones while checking patients in. Missed calls and cancellations that were never rebooked were costing the practice more than $1.8M in revenue.

Alpha Dental brought in Confido Health to take on routine calls and patient follow-up. Within three months, AI handled more than 43,000 calls, the answer rate rose from 73% to 91%, and staff got more than 12 hours a day back to spend on patients in the chair.

"We were losing patients because of phone calls. Confido Health came in to not just help us reorganize the system, but alleviate the pressure of the front desk trying to do three, four things at the same time." — Maria Felipe, Senior Operations Manager, Alpha Dental

1,200 hours per month on the phone

Before Confido Health, Alpha Dental's staff were spending more than 1,200 hours a month on the phone, and many calls still went unanswered. Patients who couldn't get through, or who canceled and were never called back, didn't rebook. Reminders weren't reliable either, so no-shows kept climbing. Altogether, the practice estimated more than $1.8M in lost revenue.

Starting with the data

Confido Health began with a baseline audit of more than 175,000 calls. It found that 30% were going unanswered and quantified the revenue lost to no-shows. The AI was then trained on Alpha Dental's own call recordings, so it would sound like the practice's own team.

AI agents on the phones so staff can be with patients

Confido Health's AI took on inbound triage, scheduling, and outbound reminders, integrated directly with CareStack and Elevate IVR. Routine calls are handled automatically, and complex questions are escalated to staff in real time. Within three months, AI covered 30% of total call volume, the answered rate rose from 73% to 91%, and staff saved more than 500 manual hours a month.

Fewer cancellations, increased revenue

With automated recalls, confirmations, and follow-ups running across all 19 practices, 60–70% of appointments are now confirmed. Cancellations dropped by more than 1,800 a quarter, and no-shows and cancellations together fell 25%. That adds up to $150K in revenue saved every quarter.

"It's a tool for us to help the patients better. Every single patient that comes in with a smile, that's what makes our work every day." — Maria Felipe, Senior Operations Manager, Alpha Dental