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Focus Group

RoboReception

Thanks to our real-time AI solution, Focus CX, RoboReception Ltd. now has the tech that keeps them in touch with their patients and delivers exceptional customer experiences.

Focus Group

About RoboReception

Trusted by over 1,500 dentists and managers to grow a more profitable practice, RoboReception Ltd. was created with the purpose to change front-desk bottleneck services into a seamless, 24/7 lead flow engine that lets dental practices operate on the next level.

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The challenge

Customer communication and experience are essential in healthcare. However, fragmented tech and staff shortages can create a blockage between patients and their needs. In fact, 80% of missed calls from patients result in no follow-up, meaning patients are left stranded, and practices are left without leads. Overall, communication breakdown can cost practices up to a whopping £150,000 a year!

Understandably, RoboReception Ltd. didn’t want this, and had developed a sophisticated AI workflow for automated call handling. However, their existing telecoms provider couldn’t support the critical features needed for the AI to function in real time.

Before the project, the key issues they faced were:

  • Their AI couldn’t be integrated into the existing telephony platform.
  • Did not have the technical know-how to connect their AI engine to a real-time text-to-speech and voice bot system.
  • Calls were still being handled by human agents, preventing expansion and scaling.

Ultimately, the business needed a live call transcription solution, one that they could use to read text and generate a response mid-call. This was no easy feat, but with AI at the forefront of our business, and the technical expertise to back it up, Focus Group was ready to help RoboReception Ltd. achieve the business model they deserved.

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The solution

RoboReception woman on phone

Built on our brand new and enhanced platform, Focus CX, our tech team implemented a fully integrated, AI-driven telephony workflow that could support the services RoboReception AI sought.

Focus CX was built upon our strong partnership with Wildix Unified Communication, the all in one solution for business communication. In a nutshell, this meant we could deliver agentic AI support, ensuring leads were never missed.

Ultimately, Focus CX would provide:

  • Live call transcription (via XBS inside Focus CX)
  • Voice bot functionality
  • Integration layer for external AI systems

Breaking down the technical processes, Focus CX would:

  • Perform live transcriptions of the caller’s speech
  • Instantly deliver transcripts to RoboReception AI’s engine
  • The AI then generates a response and returns a text output
  • The response is converted to text-to-speech through Focus CX
  • Finally, the Focus CX voice bot delivers the AI-generated reply back to the caller

This closed-loop, real-time pipeline was the key capability that helped Focus Group stand out from other providers and help the business deliver ultimate and game-changing customer experiences. Additionally, to ensure implementation and processes ran smoothly, we ensured there was continuous communication and collaboration between our Focus CX engineers and RoboReception Ltd.

The results

Thanks to our rapid response times, realistic timelines and consistent delivery against deadlines, RoboReception AI successfully moved from a human-agent-only model to a fully AI-driven call handling system.

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On top of that, thanks to Focus CX's success, RoboReception Ltd. has expanded and now has the ability to deliver exceptional services in multiple countries, including Ireland, Australia and South Africa.

This was a fantastic project to work on, and we couldn’t be more thrilled with the success RoboReception Ltd. is having, and they seem just as delighted with the results as well!

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“This project is a brilliant example of what happens when cutting-edge AI meets specialist engineering and a shared vision for better customer experience. RoboReception AI is redefining how healthcare businesses communicate, and we’re proud that Focus CX is the platform helping power that transformation."

Dr Grant McAree, Director

RoboReception Ltd.

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