Dental Unscripted | Getting into Ownership and Practice Management Insights

She's waiting on you.

Welcome to Dental Unscripted.

Where Mike Dinsio and Paula Quinn break

down the practice ownership journey,

one episode at a time.

Starting up, buying,

and running a successful dental practice.

all right all right guys welcome back to

another episode of dental unscripted i'm

mike dincio got co-host paula quinn on the

show and today we are rolling with shark

bite week b-y-t-e it's all about

technology have you guys been following

we're into episode five of technology in

the dental space

And today we've interviewed, oh my gosh,

get some coffee, Mike.

Today we have invited Mr.

Richard May from Mango Voice.

And of course,

we are going to have some technology

conversations with him.

So welcome to the show, Richard.

How's it going, man?

It's going great.

I'm happy to be here on Shark Bite

Week and Tech Week.

It's exciting.

And now that you guys always have a

fun podcast,

so I'm honored and happy to be here.

Thanks for having me.

Right on.

Yeah, right on.

Well, Paula,

I don't know if you have any zingers

for Richard just to start right out of

the gate,

but I was just going to ask,

you know, who is Mango?

Who is Mango?

What do you guys do?

It's kind of an odd name for a

phone company, right?

But I think the greatest thing about it

is as soon as you hear it,

you never forget it.

You know, oh, these are the Mango guys,

right?

So Mango Voice is a voice over IP

phone company,

meaning internet phones for those that

don't know what voice over IP or VoIP

is.

And not only do we provide the phone

service, we provide the physical hardware.

We do all the things that you would

expect your phones to do from call

recordings to setting up call trees,

voicemails, e-fax.

but we also have some really great AI

components that have really enhanced the

whole experience for the front office and

for the dental practices.

So yeah, that's who we are.

That's what we do.

And I think the thing that really does

make us different from everyone else

though,

is the way we handle customer support,

how we take care of our clients.

It's an old fashioned idea,

but we are a phone company.

So if someone calls,

we actually pick up the phone.

You don't use all your technology.

We practice what we preach.

We put humans on the phones and say,

let's just talk to people because that's

all that they want usually.

Right.

Richard,

I'm going to like bring this episode and

that sound clip back because in ten years

you're probably going to have an AI person

talking to.

I'm going to just I'm going to just

I'm just going to go right at you

when that happens.

So thank you for documenting that.

Documented now.

Yeah.

You can you can hold that one over

for me.

You can hold that one over for a

long time.

Yeah.

Very cool.

Very cool.

Well, Paula,

you do most of the referring over to

Mango with our clients.

Why don't you come up,

ask Richard some questions about how

really it changes the industry and helps

our clients.

What have you experienced with Mango?

You just asked him right there.

Well, you know, what are... Yeah, well,

Richard, what are you doing?

Like,

how are you changing the front office and

how are you making it easier for these

dental offices to function?

And that's really what this whole week is

about is...

is trying to help offices maybe get

leaner, not necessarily,

but maybe how to cut overhead,

how to have amazing customer experience.

That was my question.

Well, it was, but it was.

You didn't even breathe.

So, yes, why do I refer Mango?

I'll start there,

and then Richard can take over.

I think one of the reasons we refer,

I mean, you know, of course, it was,

I think,

born out of startups because they're not

there all the time.

And it's who's going to cover the phone,

who, you know, we can pay front office,

you know, a ton of money.

You know,

those startups hope the phone rings.

If it doesn't, then we pay them.

I wouldn't say for nothing, but, you know,

it's a lot of wasted money, you know,

to have somebody sit there,

to have somebody take home the phone.

It's like if you're kind of partly

working,

are you really going to answer the phone

if you're at Costco?

And do you really want your front office

answering the phone when they're at

Costco?

But then it kind of spilled over into

even season practices aren't there,

you know, whatever.

And Richard can yell at me if I'm

wrong.

But, you know, seven to seven Saturdays,

you know,

we're just not there all the time.

So it's even a great solution for offices

that, you know, aren't working every day,

all day into the evening.

There's so many ways you can set it

to roll over after so many rings or

blah, blah, blah.

So, you know,

I'll let Richard go there with that.

But I think it's just a great solution

to cut down, you know,

our highest overhead, which are wages.

I think that...

You know, even when we are there,

we're very busy.

So the phone does go to voicemail a

lot, even when we are there, you know,

unless we have an army of people up

front, which we don't, you know,

really ever want that.

So that's, I think, why, you know,

Next Level started referring Mango

Why did we pick Mango?

Richard said customer service is a huge

one.

I think they have a great price point.

We're always looking at something that's

affordable for our dentists.

I think it just was a great solution.

I, you know,

haven't been involved a lot on the back

end.

I think this is more for you, Michael,

but tracking that ROI, making sure that,

you know, what does that look like?

Are the phones being answered?

You know, different things, missed calls.

I know there's some solutions for that.

So it just overall, I think, you know,

everyone that we've referred has been

happy to my knowledge.

So, yeah.

You know,

I think that can go into now your

question with Richard of what do you all

do to make the office's job easier?

You know,

what do you provide to make the front

office's job easier, et cetera,

that Michael asked,

if you can remember all that.

Well, no,

I think I think you broke it down

beautifully, actually.

And, you know, there at the end,

you said everyone that you referred has

been happy.

So, you know,

we make we make their life easy,

which makes your life easy.

So everyone everyone wins.

Right.

I mean, you're right.

This kind of was all born out of

startups,

because as you guys know better than

anyone,

there comes a time in a startup's life

when they need a phone number for

insurance credentialing.

Oh, yeah.

Go there.

Yeah.

business listing and mango provides all of

that to them for free so you get

the phone number for free we let you

on board and start using the phone service

for free so you can start actually taking

calls and scheduling people prior to

opening and and and you don't have to

worry about any upfront costs with mango

so you can allocate that time resources

somewhere else which is a huge

like headache relief for a startup

practice who's already has so much going

on.

And then on top of that,

we integrate with the practice management

software as we integrate with their

patient engagement platform.

If it's something that is like online

scheduling or screen pops,

identifying existing patient callers.

And then we do some really cool things

now with AI that have really shifted the

whole landscape for the dental practice.

um we're taking actual conversations phone

conversations that you're having with your

patients and creating these very nice

summaries these very nice notes and

logging those into your your practice

management software and how does that help

richard like how does that help versus me

answering the phone there is no transcript

like what what why was that born why

did you bring that on what was the

need for the void you're calling there

So every doctor that we've talked to

trains their front office team.

Do they?

Well, they should.

They should be training.

Or the training manual.

I mean,

we don't train the people that way,

but maybe the training manual has got a

lot of dust on it and they haven't

actually trained in a while.

So a couple of things there is they

should be training their front office

staff to take notes on every phone

conversation that's had.

And what happens is a lot of times

is you forget or another phone rings or

a person walks in right when you just

got off.

You put it on a sticky note.

put a sticky note sticky note gets six

other notes on it and you just forget

and we're just human and we're not perfect

so the idea that hey we should be

taking notes on every conversation this ai

does that for you so not only does

it take notes for everyone but it

standardizes them so if i'm a seasoned

veteran who's been doing this a long time

and i know how i should be taking

notes

my notes are gonna look different from our

brand new employee who was like,

what should I put?

I don't even remember what they said.

Like we're just standardizing that across

the board for everyone.

So those notes are nice and concise.

And then a lot of doctors,

they like to see the last conversation of

that patient,

whoever they have when they're seeing them

that day.

And they can look in the notes and

see, oh, on their last conversation,

they were worried about X.

They were fearful of this,

or they're worried about price.

to bring that up in those consultations or

when they have them in the chair.

And doctors are absolutely loving this

because it's enhancing this entire

experience and helping them drive more

revenue just off of having a better note.

Does it do the whole transcript or does

a bullet point it?

How does it end up?

What does it look like in the practice?

Beautiful.

So it gives you a summary and that's

what automatically logs.

And then it gives you a link.

that when you click on that link,

that'll take you to several things.

And the first thing is the entire

transcript.

So if this was a bad call and

you're like, hey,

I need this summary is coming up as

bad.

Another piece to that, too,

is on that summary,

it gives you a score.

Was it negative?

Was it positive?

Was it neutral?

All these different things.

And then what it does is it'll tell

you, OK, I say this one's bad.

It'll redirect you to that.

You can see in the transcript where it

went south, where it started to go bad.

And then you can also see statistics.

Did we talk too much?

Did we talk too fast?

Did we stutter?

Did we mumble?

Oh, nice.

Oh, wow.

I have a question that might hopefully

doesn't stump you,

but does it understand Spanish or?

Yet?

Here's the beautiful thing.

As soon as someone starts speaking in

Spanish,

it starts to transcribe in Spanish for you

too.

I want to say bilingual,

but it's actually multilingual.

I think, last I checked,

we're up to twenty-seven languages that it

supports.

Can that convert that to English or not

yet?

You can have it convert into English and

most of the time I think it defaults

into English even when they're speaking in

Spanish or you can have it stay in

Spanish.

Oh, that's cool.

It kind of depends on your settings that

you set up.

So, yeah, it's pretty fantastic.

Pretty intuitive there.

Yeah, I like that.

Okay.

What about, maybe tell us a little bit,

you know, I'm not really sure,

do you have any case studies or any

ROI that you can kind of share with

docs on, you know, unanswered calls,

converted calls,

anything like that that might show them

what they're missing if they're not,

you know, covering all the time?

Yeah, absolutely.

So we have some really in-depth reports

that'll tell you your missed call rate.

And it's, no matter how,

much we've tried adding more team members,

adding more phone lines.

The average dental practice is still

missing around thirty five percent of

their case.

They're still still still missing around.

I mean,

with all with all of this technology and

awareness, it's still happening.

Thirty a third of the calls.

So it's thirty calls or thirty new

patients or it's just calls.

Thirty percent.

So, you know,

every practice is a little bit different.

Right.

Some are going to have higher volume.

Some are going to have lower volume.

But the average

round figure is around thirty five

percent.

So, wow,

you're only answering sixty five percent

of your calls and something.

Well, what about business hours?

I know like the majority of the missed

calls are happening because most are most

like people say those are all after hours.

Like most most normal people like me,

I'm a patient.

I know not to call my dentist at

six p.m.

like I just I call it.

Yeah, well, I bank hours.

I'm going to call me in the middle

of the day because I think that's when

I have my best chance of getting a

hold of them.

and we're still just missing a lot of

opportunity which you know they're a good

chunk of those calls are new patient

opportunities and they just we live in a

fast-paced world where i can just google

the next closest practice in my area and

i'll just call them if i'm a new

patient looking for a new dentist

Right.

So we see that a ton.

And what our solution has finally been is

we've built an AI receptionist.

We've built an AI agent.

Her name's Margo.

She is as lovely at seven a.m.

as she is at five a.m.

AI is women.

I love it.

That's a much deeper psychological thing

that I'm not.

You're not equipped for that or you don't

even want to go there.

Right.

speak to you know i will ask i'll

ask ai why that is you know that's

my that's my answer i'm doing that i'm

gonna do that let's chat gpt why that

is so but uh no we you can

we can use a male voice though so

you you and you can name it whatever

you want so we have people like calling

it all kinds of different things but margo

is the basic name that we have and

most people see that the woman's voice

more pleasant for whatever reason or more

receptive

takes you back home to mama's cooking,

I guess.

Something like that.

But yeah, I mean,

the beauty of it is,

is that we've designed it not to replace

the front desk.

You know,

we don't think that's the answer,

but you need to have someone or something

picking up your calls because voicemails

are just dying.

They're a thing of the past.

I want to go there.

I've been dying to ask you this.

I'm so glad you're going here.

Yeah.

What is, tell me what, okay.

So I'm calling a dental practice.

If I get a voicemail,

I hang up typically.

I will, any voicemail, anywhere.

If I want a real person,

I don't want to deal with that stuff.

How have you seen or what feedback or

what statistics have you seen?

Why wouldn't I just hang up on Margo?

Like she's not a real person.

So now I've got, I'm like, great.

She's not a real person,

but when most people are calling a dental

practice,

they're just looking for some basic

information.

They just want to answer a few questions

they want answered,

and voicemail can't do that.

You can't put it on there,

and at the very end is the hours

or the at.

You're running late for a dental

appointment,

and the very last thing they say is,

we're on the corner, and you're like,

I don't want to listen to this.

You could try.

Yeah,

you could try to make a long voicemail,

but people don't want to sit on there.

They know it's a recording.

But we live in a world where AI

is, we know it exists.

So I don't think people are like as

put off by talking to an AI agent

as we think.

And it will provide the basic answers that

people ask about your practice.

So not only does it have a vast

knowledge of dentistry, like we...

We take it and we customize it.

We take all the information we have on

your practice.

We do a custom onboarding when we train

it.

We talk with your office and say,

what are the things that people talk about

the most with you?

And then we program that in.

Okay, so I can say,

do you take my insurance?

Or I can say... One hundred percent.

Yep.

So you can ask all these questions.

I thought it was just a voicemail.

I haven't tried it.

So I thought it was just a...

No, yeah, no,

I'm going to have to give you guys

the phone number and you guys should call

it.

You absolutely should.

So here's the stats we're seeing.

So last month,

throughout all of Mango Voice,

and we have thousands of offices that use,

you know, in dentistry,

twenty seven percent of the missed calls

actually left a voicemail.

And of those voicemails that were left,

the average length of the voicemail was

less than fifteen seconds.

That's not enough time to get a detail

of what you really wanted to accomplish

with them.

It's just a callback number, right?

With our AI receptionist,

we saw ninety two percent of the calls

that the AI receptionist answered across

all Mango.

The conversations were longer than three

minutes.

enough to get patient info,

answer a few basic questions,

get them a good callback number,

or get them on the schedule,

doing all those things that you would want

your front desk team to do anyway,

that they're trained to do anyway.

But does she actually schedule?

Yeah,

so here's the really unique thing is that

The schedule is pretty sacred and we are

working on the schedule,

but we don't want it to mess with

the schedule yet because we've heard some

horror stories about AI.

getting in there and not scheduling at the

right time or rescheduling crowns and

rescheduling things.

You're like,

let's just move this and put the ten

here.

You come in and all your crowns are

canceled.

Yeah.

So do I think that in the next

year or two,

all AI agents will be able to schedule

efficiently?

Yes.

Are they there yet?

No.

And our thing is we're not going to

just go in there and break the schedule

and use a practice as a test dummy.

We're going to make it work perfectly

first and then get it there.

But what our AI agent does that's really

nice is we take that conversation,

it gives you that summary too and logs

it for you.

So if it is an existing patient,

it'll log that in and create that note

for you as well.

You know,

with all this tech conversation and

efficiency,

I think it's really interesting.

You said it in the beginning of this

episode that Mango's team is picking up

the phone still for customer service,

right?

And I'm sitting here listening to all of

these sharks.

You're a shark this week,

so all these sharks in tech.

And I'm wondering to myself if automation

is going to be the problem, because,

for example,

we teach a lot of our clients to

confirm and verify patients so that the

schedule doesn't get messed up.

It's a mix.

It's a mix.

Well, Medento does that for it,

sends the text out or revenue well back

in the day, sends the email out.

And it's like they rely so much on

the technology and the integration.

And then the teams are just like, yeah,

that's handled.

And then so I'm just wondering, like,

how much this tech is going to screw

us up until we realize it's a freaking

problem.

No, I will say, Michael,

it's a true story.

I was auditing an office the other day.

And I saw a one week out confirmation,

no response, a three day no response.

For our no response.

Guess what patient no showed.

And I'm looking shocker shocker.

I'm looking at it in my head.

I'm thinking, how'd that happen?

No, I know how it happens.

I'm thinking where, like, to your point,

why would you not at that twenty four

hours at minimum now pick up the phone?

Like what you're doing is not working.

We got to try something differently.

So that is I probably interrupted the

thought process there for you, Richard.

But it is interesting because what you

what I'm hearing you say is

now we've got someone that's going to pick

up the phone so do we stop trying

to pick it up on ring three and

like margo's got it you know what i

mean and you you you there's still some

components to needing a front office

person people still wanting that you know

or

You know,

maybe I call and I get it and

I really want a person.

I hang up and call back.

You know,

so there is probably going to be that

component.

Go ahead, Richard.

Yeah, I mean,

it's I think it's pretty if you if

you have an honest conversation with

someone, I'll ask you to.

Would you rather speak to an agent or

a real person?

Me, an agent.

Really?

Me in person.

It depends on how good they are.

I usually have pretty simple questions

that I feel like I don't

I'm going to be honest.

I don't love all the worms and fuzzies.

I just want you to answer my questions

like this.

Let me off.

So I love online scheduling.

I love bots, but you're not wrong.

If I don't get a good one,

I'm about to reach through my computer and

choke the bot because it's like asking me,

it's like, Jim and Nidhi,

I've already said this, you know,

but sometimes in today's world,

not in dental practices,

but even when you get a human,

It's not.

It's not what you wanted.

It's not what you want.

Here's the thing is, I think, you know,

to your point is nothing's ever going to

be perfect.

We're never going to make we're not going

to solve for everything.

We are.

Right.

I mean, obviously,

next level has got to be on it.

And we'll put we'll put you in that

bucket.

We'll put the three of us.

OK, the three of us together.

Yeah.

Sorry.

This plethora of knowledge here.

No, I mean,

I see where we're going with this.

We're not trying to replace the front

office team.

We're trying to solve this problem of

missed calls.

I mean, there is a vast number of

new opportunities being missed because

you're not answering the phone.

And if you can just have an AI

receptionist capture a lead for you and

say, hey,

this person called and they want to get

on the schedule,

that could change your entire forecast for

the month of what are we actually doing

revenue-wise here at this practice.

So the idea is not to replace your

team.

It's to make the- Support them, right?

Like-

Absolutely.

The whole idea with our AI notes,

all of that is not to say, hey,

you don't get lazy and don't take notes

anymore.

It's so you have better notes and you

can actually focus on the patients in

front of you instead of the patient on

the phone.

At some point,

there's a little picking choose here.

What is the priority?

Is it the person on the phone or

is the person standing in front of you

that's like,

I have an appointment right now.

I want to get checked in.

You tell me what's more important.

And

or what's going to have a more lasting

effect on your practice.

So all that Mango is trying to do,

instead of just being this, hey,

we're going to grow this real fast and

sell it.

Mango's in this for the long haul,

and we're actually trying to solve some

real problems in the dental practice to

add efficiency.

And that's our goal.

I can see this really helping with front

office burnout, too.

I have an office here in AZ that,

I mean,

the poor girl can't go to the bathroom.

You know, she can't support, like, listen,

I don't want, there's other technology,

which, you know,

is one of our episodes that helps with

perio charting,

but

um you know there's there's all kinds of

cool technology coming our way but you

know she can't even go help the hygienist

you know without missing a call like who

are you sacrificing the patient and the

chair that need the hygienist needs help

we can get this done quickly or maybe

i just need to seat the patient maybe

i need to use the restroom as a

solo front office i cannot do any of

that if i you know i don't have

anyone supporting me so i see this

helping with burnout, helping,

like you said, support,

and just capturing more of those calls,

especially new patients.

Michael and I, we don't laugh.

So that sounds horrible.

We laugh.

We don't laugh.

We talk about docs.

All they want is new patients,

new patients, new patients.

Meanwhile,

they have eight hundred active patients

not that don't have their next

appointment.

You know, so, you know,

then when you do get some or they're

missing a third of their new patient calls

that they're actually.

Yeah, exactly.

So I can just see, you know,

I'm calling.

I don't get very much time in my

life.

I'm someone who works eight to five at

a company.

I get a minute on my lunch hour

to call.

Guess what?

Guess who's also taking their lunch?

I think there's a real need for this,

so I love it.

Any any other things, Richard,

that you feel like your technology or your

company's doing that's just like people

are so excited about,

even if it was one of the first

things that you guys rolled out and it's

old news to you.

But like when people don't know about

Mango and they first hear about you and

then you tell them and they're like, what?

Is there anything that you'd like to bring

up other than just the newer stuff that

you're working on that helps these offices

catch more slippage?

Yeah,

one of the things that really makes Mango

great at its core is its user interface.

So we have what's called a drag and

drop interface.

I was going to say that.

When I got the demo,

it blew my mind,

all the choices and the drag and drops.

And I was like...

Most phone companies,

you just expect them to set it up

for you and say, oh, yeah,

make it work.

Or if you want to make changes,

you actually have to call them and say,

well,

I need the phone in the back to

ring after three rings because we don't

want it ringing all the time because it

drives the doctor nuts.

Or actually,

I have a person who works at home,

and they need to be added to what

we call a room group or a hunt

group because they're going to field all

of our new patient calls

And there's nothing...

visual out there to represent that.

You're just at the mercy of the person

on tech support and you're trying to

dictate this to them.

And you don't even know what you don't

know.

So you don't even know what it can

do.

You're like, I don't,

I wouldn't even know that my phone system

had that capability.

Do all phone systems even have that

capability of what you guys do?

Okay.

So that's number one.

They don't have the capability.

And even if they did as a lay

person, I wouldn't even, I mean,

I might know that.

Well, hey,

is there any way to turn the

phone off in the back that might be

about as far as it gets anyway go

ahead yeah and so the fact that you

can visually see here's where a call

starts here's where it goes when our

schedule is open here's where it goes when

our schedule is closed here here's where

it goes after it rings thirty seconds

here's what it does after hours you can

you can see that visually on our we

call it our switchboard and our drag and

drop interface you can literally drag

things down from a from a toggle

connect the dots and say, oh,

this is where my phone lines go.

And that visibility actually increases

that missed call rate.

So average dental practice is missing

thirty five percent of their calls.

Average mango voice user is only missing

twenty five percent.

So we see a ten percent increase across

the board just by your voice,

just by having mango voice.

And we do believe that it has a

lot to do with visually being able to

see, oh, OK,

this is this is how it works,

because

My experience with Dennis and Ben,

they're artists.

They visually like to see how things are

created and built,

and they work on the mouth.

They're not necessarily going to business

school or tech school.

They're literally learning how to be an

artist on the mouth.

So if they can see it,

they can really wrap their minds around it

and start to enhance the practice.

Richard,

do you guys have a solution or are

you working on a solution?

Because we're talking about marketing a

little bit and that's my world.

I'm constantly trying to get our clients

to track the referrals better.

And half the time,

the front office person isn't asking the

right questions or whatever.

But if they did...

If there was a way for you guys

to tag the phone number that's being

called and show analytics,

that would be amazing.

And then also if you're listening to the

call,

having some technology where the front

office person that doesn't really care,

even though we ask them to care all

the time,

that it's caught because you spend

thousands of dollars

of getting these phone calls,

it'd be nice to know if we missed

four mailer calls.

Oh, we do.

Do you know what I mean?

But it would be nice if like Mango

had a catch all and then they used

AI to figure out, you know,

what did that source really come from?

Google or whatever?

I don't know.

Is any of that sparking an interest or

making sense?

Yeah.

So I mean, there are

hundreds if not thousands of marketing

solutions out there, right?

We hear about them all the time.

And we probably get asked about this every

day.

Like,

is there a way for this to just

live inside of my Mango dashboard?

And the answer is, it's coming very soon.

And so I'm glad you asked about it

because what we're gonna be able to tell

you is,

Did they call from this billboard that you

have?

Or did they call from this mailer that

you have?

And how many times did they call from

it?

Was it a new patient that called from

this?

And did they convert to a new patient?

So we're going to finally be able to

see all of this inside this.

So you'll have conversion rates, too.

So not only you're catching where the call

came from,

but you're also going to track if it

got scheduled.

Absolutely.

So you'll be able to say, OK,

this was our Google number.

This was our billboard number.

This is our main number.

And here's what they're calling.

And here's what that that number is

actually doing for the practice from a

revenue standpoint and conversion rate.

And then

The beauty of this all too is that

all of this data lives in one place.

So not just your marketing,

but also your call transcripts,

your call recordings,

the analytics of that call,

the feedback we give you on that.

And then your AI agent,

all of this is gonna be in one

place instead of four or five different

systems.

So- That's fantastic.

Next year,

and we've been working on it for a

long time because

Obviously,

you're not the only one who gets asked

about this or gets questions for this.

And we see that we see the really

beautiful thing of this is just having it

all in one one house,

one dashboard inside.

Well,

kind of to Paula's point is like we

talk about doctors wanting to do more

marketing or have a silver bullet of

marketing.

And I'd say a lot of it is

holding the patients that we do have,

but also

you know,

converting the calls that we do get and

having statistics on those phone skills.

And I was going to say just tracking

it alone because doctors go on feelings.

yeah it's like oh jenny jenny up front

amazing on the phone i don't think those

mailers worked i don't think the billboard

worked jenny converts everyone i hear her

ask like they have no idea okay who

would you talk to today did they schedule

what you know they never do that they

just they know

Oh, they know.

We do.

We crush that, Richard.

We crush that.

I believe you two do.

You two know, right?

You're the source of all truth.

I don't know that.

I talk to doctors all the time that

don't even know who their phone company is

or how much their phone bill is, right?

They're just like, I don't know.

The team up front handles that,

or my IT does.

They don't know.

Some do, some do.

The newer docs are starting to be real

intuitive of all of that stuff because

they don't have that same loyalty with

someone who's been with the practice for

years.

ten fifteen years you know what i mean

um it's different now so yeah well you're

gonna ask him the big the big question

the shark bite question yeah of the week

um to to to put it right on

this you've got his little i was looking

for mine i was going to bring mine

because now i'm stressed out about the i

think my dog i think my dog ate

mine i'm not gonna lie

My kids ran off with mine.

The question is, Richard,

not so much with phones,

maybe not so much with Mango,

but in the next two years,

that's a short period of time,

in the next two years,

where do you see AI changing our little

industry?

And that could mean anything or anywhere,

but you're in a lot of seminars,

you're doing a lot of travel.

I see it on LinkedIn.

um you're having a lot of conversations

you're seeing a lot of new products where

where are we going what do you think

that's going to be a game changer in

the next one to two maybe three years

yeah i so we we have focused heavily

on the inbound solution right so the

patient's calling through the marketing

through the ai receptionist you know

getting rid of the missed call problem i

think the future is going to focus on

the outbound motion so

having AI call and do insurance

verifications, having AI call the payers,

having AI call and do your recall

scheduling.

And if someone figures that out,

that's gonna change how we do dentistry

probably, right?

And how you manage your team,

how you pay your team,

That's going to be a big leap.

And I think that people are working on

it.

I don't know that anyone has it truly

figured out.

But I think in two years,

you're going to see a lot of people

advertising that and saying they have it

figured out.

And that's going to shift the way that

we hire, the way that we train,

and the way that we staff.

And the money they ask for.

And the money.

Yeah.

I mean, money they asked for.

Yeah, for sure.

I love that answer.

That gets me excited.

If someone could figure that out,

please call Next Level.

We'd love to refer you right now.

Maybe invest in that situation.

Exactly.

Exactly.

Yeah.

Well, Richard, as always,

thank you for what you do and the

company you represent.

Thank you, Mango,

for having a great solution for our

clients.

And thanks for giving us your time and

giving your insights.

It's always a pleasure, my friend.

Yeah.

No, I love talking to both of you.

Thanks for having us.

And we're happy that we can be a

trusted partner of yours, too.

So thanks for always putting your trust in

us as well.

Right on.

All right, guys.

Another episode of Shark Bite Week.

We'll close it down.

Episode five.

Thanks again, Richard and Paula.

Talk to you guys soon.

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