People, not Platforms

I would rather have my customer service delivered by a person than a platform.

At Dentistry Show London on Saturday 10 October, I was unsurprised to find parts of the exhibition dominated by AI-driven services, notably those offering to answer the telephone and manage dental reception.

As a natural innovator and early adopter, I welcome what is happening in digital workflow and AI-driven business systems. I use these tools every working day. They help me think, organise, create and get things done.

My enthusiasm, however, comes with a personal preference.

When I am buying something or booking something, I still want access to a human being.

Someone who can understand what I need, but also recognise something of the person asking. Someone who notices the hesitation, appreciates the context and knows when a little reassurance would be more useful than another link.

I accept that understanding my personality might occasionally require more processing power than understanding my request.

That is where good people earn their place.

Of course, people can deliver dreadful service too. Being human is no guarantee of being helpful. Nor should we dismiss the convenience of a system that deals with a straightforward request quickly and accurately.

There is room for both.

For practice owners, my question is simple: where will technology give your team more time to care, and where might it put another obstacle between a patient and the person they need?

We should be asking that before we sign the contract.

AI will play an essential part in our working lives. I welcome that future. I also hope we remain thoughtful about what we choose to automate.

I am all for platforms.

But at the end of every transaction, it is still the people who will have the greatest influence on how I feel.