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Record a week of front-desk phone calls and have AI score the scripts so you catch missed specialty consults and weak confirmations
Dr. Thanh Mai, OD, owner of Insight Vision Center Optometry (Costa Mesa), Optometry Corner (Irvine) and Eyecon Optometry (Reseda), California, writing in Review of Optometric Business
He feeds recorded front-desk calls into AI and asks it to check tone, clarity, empathy and whether the script was followed. The same review flags where conversion breaks down—for example no-shows tied to weak confirmation scripting, or specialty consults that were never offered. Exam-room transcripts can be reviewed the same way for whether doctors consistently introduce treatment options. He treats AI as a coaching multiplier, not a replacement for a manager.
From $0 (checked prices)
Medium · or we do it from $149/mo
Google Gemini, ChatGPT, Google Meet recordings / call recordings
The problem
New receptionists learn by osmosis, and specialty consults (dry eye, myopia control) get missed when the phone script skips benefits or confirmation language is weak.
What happened
Self-reported, no conversion figures: he frames the ROI as tighter execution and faster onboarding of new hires because feedback is immediate and structured rather than anecdotal. He also notes privacy: use HIPAA-compliant systems, turn off public model training, and keep clinical judgment with the doctor.
Quoted in the source: Dr. Thanh Mai, OD, Insight Vision Center Optometry. Source: Review of Optometric Business: Adopt AI in Your Small Optometry Practice (Thanh Mai, OD) (2026-03-11) · Added 2026-10-14. Results as reported by the source; we haven't independently verified them.
How to set it up yourself
- What he did: recorded a week of phone calls, fed them into AI for scripting and tone review, and used the patterns to coach the front desk.
- Get consent and a recording setup that fits your state and HIPAA rules (many phone systems already record; Google Meet can record staff meetings).
- Strip patient names and record numbers before any consumer AI tool sees the audio or transcript, or use a vendor with a BAA.
- Ask the AI for: script adherence, empathy/tone flags, missed offers (specialty consults, benefits), and weak confirmation language that might drive no-shows.
- Review the flags with the front desk the same week; rewrite the script where the same miss repeats.
- DIY adaptation (same idea without a call-center product): export transcripts to a Claude or ChatGPT project with your approved script uploaded, using the prompt below.
Copy-paste prompt
You are a clinic operations coach. Our approved phone script is attached. For each de-identified call transcript below, score: 1) greeting and identity as AI-or-human if required, 2) empathy, 3) whether every required script beat was hit, 4) whether we offered [specialty services list] when the reason for call fit, 5) whether confirmation/reschedule language was clear. Quote the exact line behind each miss. End with the three coaching points that would improve conversion most. Transcripts: [paste]
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Tools used
Google Gemini
Google's AI assistant, integrated with Gmail, Docs and Workspace.
From $4.99/mo (Google AI Plus) (checked 2026-10-13)
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ChatGPT
General AI assistant for writing, research, brainstorming and analysis.
From Free $0; Go $8/mo; Plus $20/mo; Pro $100/mo (checked 2026-10-14)
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Checked prices: Google Gemini: from $4.99/mo (Google AI Plus) (verified 2026-10-13) · ChatGPT: from Free $0; Go $8/mo; Plus $20/mo; Pro $100/mo (verified 2026-10-14)
Rather not do it yourself?
We'll set this up in your tools, in your voice, tested. $149/mo with setup included (6-month minimum), or $497 pay-once. Satisfaction guarantee: we'll fix it until it works. Pay-once setups: or we refund your setup fee. $149/mo plan: cancel in the first 30 days and we refund your first month. Terms. We reply within 1 business day.
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