How Abaden Dentists reduced no-shows by 50% and automated its operations with Oct8ne’s AI Agent

Project summary

Abaden Dentistas, a chain of 12 dental clinics, implemented Oct8ne’s AI Agent on WhatsApp and integrated the chatbot with its medical CRM.

Key Results:

• No-show reduction: From 6% to 3% (a 50% reduction in absences).
• Time savings in WhatsApp support: From 4 hours/day to 1 hour/day (a 75% reduction in call center workload).
• Elimination of manual calls: Eliminated the 12 hours/day dedicated to phone confirmations (1 hour per clinic).
• Activated automations: Immediate slot reassignment in the CRM following cancellation, automatic qualification of Facebook leads via 2 screening questions, and WhatsApp reactivation campaigns for pending quotes.

About Abaden Dentistas

With 12 dental clinics, Abaden Dentistas stands out by offering top-tier dental care. However, coordinating a massive volume of appointments and managing daily inquiries created an operational bottleneck for their customer service team.

The challenge: Manual calls, call center overloaded and lost sales

Before implementing Oct8ne, the patient management process suffered from major inefficiencies:

• 12 hours consumed daily in phone calls: Staff across the 12 clinics spent approximately 1 hour per center each day confirming appointments by phone.
• Overwhelmed when migrating to WhatsApp without AI: Upon switching confirmation to WhatsApp, patients began asking additional questions, forcing the call center to spend 4 hours a day solely answering inquiries.
• Lost revenue due to absences (no-shows): The no-show rate stood at 6%, leaving open slots in the medical schedule with no way to recover them immediately.

The Solution: Oct8ne AI Agent and CRM Integration

Abaden deployed Oct8ne’s AI Agent on WhatsApp, directly integrated with their CRM management software to automate both lead generation and the appointment lifecycle:

• Immediate 24/7 Responses: The AI Agent autonomously resolves frequent inquiries, freeing the team from answering repetitive questions.
• Real-Time Schedule Liberation: If a patient fails to confirm or cancels via WhatsApp, the CRM integration instantly removes the booking, freeing up the time slot to be reassigned without manual intervention.
• Automatic Facebook Lead Qualification: Oct8ne applies an initial WhatsApp filter using 2 generic questions for incoming social media leads before passing them to the call center, preventing calls to invalid contacts.
• Quote Reactivation Campaigns: Launching time-limited promotions with direct call-to-action (CTA) buttons via WhatsApp to patients with unaccepted quotes, driving clinic visits.
• Centralized Omnichannel Panel (WhatsApp + Email): Unified management of patient interaction history. After integrating Email into the Oct8ne dashboard (3 weeks ago), they plan to automate a significant portion of standardized emails as well.

Results: Operational efficiency, optimized schedule, and profitability

• 75% reduction in WhatsApp handling time: The call center’s workload for answering inquiries dropped from 4 hours to 1 hour per day.
• No-show reduction from 6% to 3%: The immediate release of open slots in the CRM enables instant appointment reassignment, maximizing doctor schedules.
• Pre-screening of prospects: Elimination of wasted calls on unqualified Facebook leads thanks to the automatic 2-question filter.
• High marketing conversion: WhatsApp campaigns with CTAs generate more direct conversations and clinic visits than traditional channels like email.
• Operational simplification: Centralization of email and WhatsApp communications into a single dashboard without duplicating processes.

“Previously, confirming appointments by phone took us 12 hours a day across the 12 clinics. When we switched to WhatsApp without AI, the call center spent 4 hours a day responding to questions. With Oct8ne’s AI Agent, those 4 hours have been reduced to 1. Additionally, automatic CRM cancellation when an appointment isn’t confirmed has dropped no-shows from 6% to 3%, recovering lost slots and directly improving clinic profitability.”

— Jordi Obradors, Abaden Dentistas

Key takeaways

• Company: Abaden Dentistas (12 dental clinics in Spain).
• Software Solution: Oct8ne AI Agent + CRM Integration + Omnichannel (WhatsApp & Email).
• Efficiency Impact: Savings of 3 hours per day in the call center (from 4 h/day to 1 h/day) and elimination of 12 hours/day in manual confirmation calls.
• Business Impact: Reduction of the no-show rate from 6% to 3% through automated cancellation and reassignment within the CRM schedule.
• Secondary Use Cases: Automatic qualification of Facebook Ads leads via 2 WhatsApp questions and reactivation of pending quotes.

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