Dental emergencies: how Sophie the AI agent triages a call in 90 seconds
The exact protocol we use to separate a true emergency from a routine call — without giving a diagnosis.
A clear promise to your patient
The AI does not diagnose. It listens, classifies urgency, offers an appropriate slot, and sends a clear summary to the receptionist who follows up if needed.
The three levels
Level 1 — True emergency (same day) Facial trauma, uncontrolled bleeding after extraction, swelling with fever, knocked-out tooth in a child. The agent opens an emergency slot or transfers a team member immediately.
Level 2 — Relative urgency (24–48 h) Severe persistent pain, localized abscess without fever, crown lost the day before an event. The agent offers an appointment within 48 h and confirms by SMS.
Level 3 — Discomfort (this week) Cold sensitivity, lost filling without pain, overdue hygiene. The agent offers the next standard slot.
The script (excerpt)
"I understand you are in pain. To find you the right slot, I'd like a few details: did the pain start suddenly or gradually? Is there visible swelling? Any fever?"
What stays human
For any patient expressing emotional distress, or asking a precise medical question, the agent says clearly: "I will transfer you to a team member." That is non-negotiable and exactly what dental regulators expect.