by Two leading dental entrepreneurs share their experiences using AI/ChatGPT to cut overhead costs, improve workflows and even increase profit margins.
Technology continues to evolve at a rapid pace. Right now, artificial intelligence (AI) and the ChatGPT chatbot are the hot topics that business leaders are talking about across industries, including dentistry. Indeed, dentists and dental support organizations have the potential to gain leverage using AI tools such as ChatGPT.
Technology continues to evolve at a rapid pace. Right now, artificial intelligence (AI) and the ChatGPT chatbot are the hot topics that business leaders are talking about across industries, including dentistry. Indeed, dentists and dental support organizations have the potential to gain leverage using AI tools such as ChatGPT.
The ChatGPT chatbot is an AI tool that allows users to have human-like conversations in its chat feature. The program can assist users with tasks, answer questions, compose writing, and much more by typing in a simple prompt.
In a recent DEO Summit session, DEO Partner Emmet Scott interviewed two dental entrepreneurs to get their insights on ChatGPT and how the technology can be used throughout the dental industry.
Dr. Yooson Kim is the founder and CEO of Pennsylvania-based Family Dentistry Group and New Concept Dental Partners. Dr. Kim started with a single practice that grew to be a multi-location practice. “I want to navigate the new technological changes within the industry and leverage what’s out there, becoming one of the early adapters,” Dr. Kim said.
Dr. Chris Martin is the CEO and co-founder of Village Dental Family and Sedation Care. He has been a clinician for 27 years and loves dentistry. He and his wife co-founded the practice. Dr. Martin led as the office went from four chairs to 15 chairs, and is now at 46 chairs. All their offices are about 15 minutes apart. “I honestly believe that with AI, we are on the precipice of something incredible that can really streamline the process of taking a vision and translating it into structure for our team members,” Dr. Martin said.
The following were ways that the two leaders have used ChatGPT in their businesses.
Complete simple tasks
ChatGPT has the ability to write manuals, protocols, and training steps for you, said Dr. Kim. “It makes things tighter around the office, showing dentists things they might be missing on a day-to-day basis. It can also complete marketing tasks for a business, such as writing content and assisting with rebuilding your company’s core values.”
Make videos and recordings
Dr. Chris Martin said AI can be utilized to make videos, transcribe audio recordings, and create things like onboarding protocols. “We have almost 300 videos for our office built with QR codes using AI and ChatGPT technology.”
Drafting correspondence
Dr. Martin said his office recently used ChatGPT to handle a rather “smelly” situation with the facility owner. When their building’s sewer line broke, everything in the office smelled terrible, and customers in the office were not having the best experience possible. “My team was looking to me for the answers,” said Dr. Martin. “I used ChatGPT to draft a letter to my landlord about fixing the issue that was causing the smell. ChatGPT helped us draft a nice and professional, but firm, letter to the landlord. It calmed me down and helped me to take the first step in solving the issue for my staff. The next morning, my landlord and plumbers showed up to fix the issue. I felt like a better leader for remaining calm and utilizing technology and tools at hand throughout the experience.
Getting the words right
Dr. Kim said ChatGPT was able to assist in crafting a delicate HR-related letter. “An example of our practice utilizing ChatGPT is when writing a termination letter for an employee,” she said. “We asked ChatGPT to draft a simple, mindfully worded termination letter for an individual. We wanted to ensure that what needed to be said was said right away. ChatGPT produced a letter quickly, and we edited it to make sure it is personal. It’s very easy and quick, it didn’t take more than five minutes.”
Tactical conversations
AI and ChatGPT can be used as tactical tools, Dr. Martin said. “When I get emotional, I fire up ChatGPT and have a conversation with it. It even has transcribable voice recognition. I use it and just start talking. For example, I vent as if I am talking to a coworker. It is cathartic and allows me to practice what I want to say before having professional conversations.”
Cultivate relationships
Dr. Kim said she and her team want to have a relationship with each patient and be able to connect patients with our team members. “Team members and staff can use AI as a tool to create relationships and work on other things that you are trying to build within a business.”
Refine soft skills
Dr. Martin’s team has something they call a conversation planner in their group that helps dentists to develop soft skills. ChatGPT is also a tool that can be used to help dentists gain those skills. “It can give dentists a script for having difficult professional conversations,” he said. “Those are real-time tactical things that other dentists can use. Just get the app and try it – you’ll be surprised at how you change your language after using ChatGPT.”
Bridging language barriers
Dr. Kim said ChatGPT works well for foreign language clients. “We have tried to use other platforms in the past, but they don’t quite do what you need them to,” she said. “ChatGPT can convey what a patient is saying through avatars and emotions. It allows us as dentists to explain procedures such as root canals or whatever is needed with a differential diagnosis in a way foreign language patients can understand and feel supported.”
Proceed with caution
Like any tool, ChatGPT has its limitations, especially as the technology is in its preliminary stages of development.
“The Pandora’s box of AI is without a doubt open, Dr. Kim said. “ChatGPT has amazing capabilities and can scan all the available information out there,” she said. “Don’t rely on it for legal or regulatory information. As dentists, we also must be sure we are not putting personal health information into ChatGPT. It’s overall an amazing resource. As long as we wield the powers of ChatGPT responsibly, I think AI can give us wings.”
Dr. Kim said it’s also important for dental organization leaders to be up front with employees on the use of the technology. “If we’re bringing in AI, staff want to be reassured that their job isn’t at risk, and that all employees will be able to work together with AI technology and coexist with it.”
