Question 1

What exactly is ViveoAI?

Accepted Answer

ViveoAI is a voice-based AI receptionist for dental practices, opticians and healthcare clinics across the UK and Ireland.  It answers patient calls, handles common enquiries, captures patient details, supports appointment booking workflows, and helps reduce missed calls during busy periods, lunch breaks, evenings, weekends and out-of-hours.  Unlike a basic chatbot, ViveoAI speaks to patients over the phone using a natural, professional voice and can be configured around your practice's own services, opening hours, pricing, booking rules and escalation process.

Question 2

Is ViveoAI a robotic text-to-speech system?

Accepted Answer

No. ViveoAI uses advanced conversational voice AI designed to sound natural, calm and professional.  The voice can be tailored to suit your practice, including UK and Irish accent options, so the experience feels more familiar and reassuring for patients.

Question 3

Does ViveoAI replace our reception team?

Accepted Answer

No. ViveoAI is designed to support your team, not replace them.  It acts as an extra layer of call handling when your reception team is busy, unavailable or out of hours. It can answer routine questions, collect patient details, manage booking-related requests and escalate anything that needs human attention.  This allows your in-practice team to focus on patients who are physically in front of them and on higher-value conversations.  If you are comparing options, read our guide to AI receptionist vs call answering service.

Question 4

How is ViveoAI different from a traditional call answering service?

Accepted Answer

Unlike a traditional call answering service, ViveoAI is an intelligent voice AI receptionist that understands dental, optical and healthcare workflows natively.  It does more than take messages. It can answer treatment questions, check diary availability, support booking workflows, handle out-of-hours calls, and escalate emergencies according to your rules.  For a full comparison, read our guide to AI receptionist vs call answering service.

Question 5

What types of calls can ViveoAI handle?

Accepted Answer

ViveoAI can be configured to handle a wide range of common practice calls, including:  • New patient enquiries • Appointment requests • Rescheduling and cancellation requests • Treatment enquiries • Pricing questions • Opening hours and location queries • Parking and access information • Emergency call routing • Out-of-hours enquiries • Callback requests  The exact call types depend on your practice's setup and the level of integration available.

Question 6

Which Practice Management Software does ViveoAI integrate with?

Accepted Answer

For dental practices, ViveoAI can integrate with selected leading Practice Management Software systems, including platforms such as Dentally and Aerona, depending on your practice setup and integration requirements.  For practices using Dentally, you can learn more about our Dentally AI receptionist integration.  Where a direct integration is available, ViveoAI can check diary availability and support booking, cancellation and rescheduling workflows according to your agreed rules.  Where direct integration is not yet available, ViveoAI can still provide strong value by answering calls, capturing enquiries, sending booking links, summarising calls and notifying your team for follow-up.

Question 7

What if our Practice Management Software does not currently integrate?

Accepted Answer

ViveoAI can still work effectively without a direct PMS integration.  In these cases, it can:  • Answer calls 24/7 • Capture patient details • Send patients the correct online booking link • Record the reason for the call • Identify urgent enquiries • Send a structured summary to your team • Reduce missed calls and voicemail dependency  A direct PMS integration is ideal, but it is not always required to get meaningful results.

Question 8

How does ViveoAI link with our existing phone lines?

Accepted Answer

ViveoAI usually connects through call forwarding.  Your telecom provider can route calls to ViveoAI based on your preferred setup. For example, ViveoAI can answer:  • Out-of-hours calls • Overflow calls when reception is busy • Calls that ring unanswered after a set time • Specific campaign or tracking numbers • Selected practice locations in a multi-site group  There is normally no need to replace your existing phone system.

Question 9

Can ViveoAI support multiple practice locations?

Accepted Answer

Yes. ViveoAI can be configured for single-site practices, multi-site clinics, and dental or optical groups.  For multi-site setups, the AI can identify which location the patient is calling about, apply the correct opening hours and booking rules, and route enquiries to the appropriate team.

Question 10

How do you collect the information needed to set up our AI receptionist?

Accepted Answer

We use DentalSpeak, our structured online onboarding form, to make the setup process simple for your team.  DentalSpeak helps us collect the key information needed to configure your AI receptionist properly, including your opening hours, services, pricing, booking rules, emergency protocols, clinician preferences and escalation process.  The form also includes speech-to-text functionality, so your team can speak through answers instead of typing everything manually.  Once the form is completed, we follow up with a video call to review everything together. This allows us to check the logic, clarify any grey areas, and make sure the AI receptionist is configured around the way your practice actually works.

Question 11

Why is the onboarding process so detailed?

Accepted Answer

A good AI receptionist depends on accurate practice-specific information.  Every clinic has different opening hours, services, appointment types, clinician preferences, emergency rules, cancellation policies and pricing structures.  The onboarding process helps us capture those details clearly so ViveoAI can answer calls accurately and avoid guessing.

Question 12

Do we need to write long documents or scripts ourselves?

Accepted Answer

No. DentalSpeak is designed to make the process easier.  The form guides you through the key information we need, and the speech-to-text functionality allows you to speak many answers instead of typing them manually.  We then review the information with you on a video call and help shape it into clear AI receptionist logic.

Question 13

Won't ViveoAI just create more work for our reception team if patients still need callbacks?

Accepted Answer

No. In practice, ViveoAI usually reduces pressure on the reception team rather than adding to it.  Even when ViveoAI is not directly integrated with your Practice Management Software, it still answers the call, captures the patient's details, understands the reason for the enquiry, and gives your team a clear summary of what needs to happen next.  That is very different from a missed call, a voicemail, or a patient who gives up and phones another practice.  For calls routed to ViveoAI, every caller gets answered. This means patients are not left ringing, waiting, or quietly slipping away because they could not get through quickly enough.  Many missed opportunities are invisible. A patient may call about an emergency appointment, Invisalign, implants, whitening, a new patient exam, dry eye treatment, glasses, contact lenses, hearing care, or an urgent eye concern. If no one answers, they may simply move on without leaving a message.  ViveoAI helps capture those enquiries before they are lost. Learn more about our AI receptionist for dental practices.  Even without PMS integration, ViveoAI can reduce work by:  • Answering routine questions automatically • Capturing the patient's name, contact details and reason for calling • Sending the correct booking link where appropriate • Flagging urgent or high-priority enquiries • Filtering out calls that do not need immediate staff involvement • Giving your team a structured call summary instead of a vague voicemail • Helping reception prioritise the patients who genuinely need a callback  With PMS integration, ViveoAI can go further by checking availability and supporting booking, cancellation and rescheduling workflows directly.  Without PMS integration, it still acts as a safety net that makes sure calls are answered, enquiries are captured, and your team knows exactly who needs attention and why.

Question 14

How does ViveoAI help reception teams day to day?

Accepted Answer

ViveoAI helps by removing a large amount of avoidable interruption from the front desk.  Reception teams are often trying to check in patients, take payments, answer clinical admin questions, support clinicians, manage emergencies, and deal with the phone at the same time.  ViveoAI can handle routine calls, capture details, answer approved FAQs, and organise call outcomes so the team is not constantly starting from scratch.  Instead of returning a missed call with no context, the team can see who called, why they called, what the AI discussed, whether the enquiry was urgent, and what needs to happen next.  This helps the team work through follow-ups in a more controlled and prioritised way.

Question 15

Does ViveoAI give clinical advice?

Accepted Answer

No. ViveoAI is designed for administrative call handling, not clinical diagnosis or clinical advice.  It can provide approved practice information, explain booking options, capture symptoms or concerns, and escalate urgent or complex cases according to your rules.  It does not replace the judgement of a dentist, optometrist, clinician, nurse or receptionist.

Question 16

Is ViveoAI GDPR compliant?

Accepted Answer

ViveoAI is built with GDPR and patient data protection in mind.  Patient information is handled securely, and the system is configured to follow appropriate data protection principles, including secure processing, access control and data minimisation.  You can also read our dedicated guide to GDPR and AI receptionists in healthcare for more detail on data protection, transparency and patient privacy.  For general regulatory information, practices can also refer to the ICO UK GDPR guidance.  For practices in the Republic of Ireland, the Data Protection Commission Ireland provides guidance on data protection obligations.  For each practice, we can discuss data handling, call recording, retention periods and processing agreements as part of onboarding.

Question 17

Are calls recorded?

Accepted Answer

Call recording can be configured depending on your practice's preferences, legal requirements and patient consent process.  Some practices may choose to keep call recordings for quality assurance and training. Others may prefer to store only call summaries or structured call outcomes.  We can help you choose the most appropriate setup.

Question 18

How does ViveoAI handle dental, medical or optical emergencies?

Accepted Answer

ViveoAI can be configured with an emergency escalation workflow.  For example, if a caller mentions severe swelling, trauma, uncontrolled bleeding, acute dental pain, sudden vision loss, flashes and floaters, or other urgent symptoms, ViveoAI can follow your agreed protocol.  This may include prioritising the enquiry, advising the patient to contact the practice urgently, directing them to appropriate emergency care, or sending an immediate alert to your team.  ViveoAI does not diagnose emergencies. It identifies risk signals and escalates them according to your practice rules.  For general patient information, practices may also refer patients to NHS guidance on dental emergencies where appropriate.

Question 19

What is ViveoInsights?

Accepted Answer

ViveoInsights is the reporting dashboard for your AI receptionist.  You can learn more about the ViveoInsights dashboard and how it gives practices visibility over call outcomes, summaries, transcripts and recordings where enabled.  This helps practice owners and managers understand what happened on each call without needing to manually listen back to every conversation.

Question 20

What information can we see in the dashboard?

Accepted Answer

Depending on your setup, ViveoInsights can show:  • Call date and time • Caller details where captured • Call outcome • Appointment request or enquiry type • AI-generated summary • Full call transcript • Complete call recording, where enabled • Follow-up actions needed  This gives your team better visibility over missed opportunities, urgent enquiries, booking requests and patient follow-ups.

Question 21

Can our team be notified when a new call needs attention?

Accepted Answer

Yes. ViveoAI can notify your team when a new call entry is created or when a patient enquiry requires follow-up.  Depending on your setup, notifications can be sent to the practice email address, a nominated team member, or a WhatsApp channel so the right people are alerted quickly.  This is especially useful for urgent enquiries, treatment leads, callback requests, or calls where the AI has captured important information but a member of the team needs to take the next step.  Each notification can include a clear call summary, the patient's details where captured, the outcome of the call, and any recommended follow-up action. Everything is also available in the ViveoInsights dashboard.

Question 22

Can ViveoInsights help us avoid missing valuable enquiries?

Accepted Answer

Yes. ViveoInsights gives the practice visibility over calls that may otherwise have been missed, forgotten, or hidden in a voicemail inbox.  For example, a patient may call about Invisalign, implants, whitening, a new patient exam, dry eye treatment, contact lenses, hearing care, or an emergency appointment.  If the call is not answered quickly, that patient may not leave a voicemail. They may simply try another practice.  ViveoAI captures the enquiry, while ViveoInsights gives your team a clear record of what happened and what action may be needed.

Question 23

Can our team see which calls need follow-up?

Accepted Answer

Yes. ViveoAI can flag calls that require human follow-up, such as complex treatment enquiries, urgent issues, patients requesting a callback, or calls that could not be completed automatically.  These can be reviewed through ViveoInsights so your team can prioritise the right patients quickly.  Depending on the setup, the practice can also receive email or WhatsApp notifications when a new call entry needs attention.

Question 24

Is call data stored securely?

Accepted Answer

Yes. Call information is handled with security and data protection in mind.  Storage of transcripts, summaries and recordings can be configured in line with your practice's data protection preferences, consent process and retention policy.  You can also review our Privacy Policy for more information about how personal data is handled.

Question 25

How long does it take to get ViveoAI live?

Accepted Answer

Most practices can move from demo to live deployment within a few weeks, depending on the complexity of the setup.  We begin by collecting your practice information through DentalSpeak, our structured onboarding form with speech-to-text functionality. This helps your team quickly provide the details we need, including services, fees, booking rules, opening hours, emergency protocols and escalation preferences.  We then follow up with a video call to review the information, check the logic, and make sure the AI receptionist is configured accurately before testing and launch.

Question 26

Can we customise what the AI says?

Accepted Answer

Yes. ViveoAI is configured around your practice's approved information.  This can include:  • Opening hours • Treatments and services • Fees and consultation prices • Deposit rules • Parking and access information • Finance options • Emergency handling • New patient intake questions • Existing patient identification steps • Callback rules • Tone of voice  The AI is designed to use only approved information and escalate when something falls outside its scope.

Question 27

Can we update the AI after launch?

Accepted Answer

Yes. Your setup can be refined after launch.  If your opening hours change, you add new treatments, update pricing, change booking rules, or want to improve how certain calls are handled, ViveoAI can be updated.  This is especially important during the first few weeks, when real call patterns help identify useful improvements.

Question 28

Can we manage changes to our AI receptionist after launch?

Accepted Answer

Yes. ViveoAI is designed to be easy to update after launch.  If your opening hours change, your prices are updated, a clinician's availability changes, or you want to adjust how certain enquiries are handled, changes can be requested and managed through the ViveoInsights dashboard.  This keeps everything in one place and avoids long email chains or confusion about what needs to be updated.  Once a change request is received, our team can review it, make the update, test it where needed, and notify the practice promptly when the change has been completed.  This means your AI receptionist can keep pace with the way your practice actually operates, rather than being a fixed script that becomes outdated.

Question 29

What kinds of changes can we request?

Accepted Answer

Practices can request updates to many parts of the AI receptionist setup, including:  • Opening hours • Holiday closures • Treatment prices • Consultation fees • Booking rules • Clinician availability • Emergency escalation rules • Parking and access information • New patient workflows • Existing patient identification steps • Callback preferences • WhatsApp, SMS or email follow-up wording • Practice FAQs • Tone of voice and phrasing  The aim is to keep the AI receptionist accurate, useful and aligned with the way your practice actually works.

Question 30

How quickly are updates made?

Accepted Answer

Most straightforward content or rule changes can be handled quickly, depending on the nature of the request.  More complex changes, such as new booking workflows, integration logic or multi-site routing changes, may require additional testing before they are released.  Once the update is completed, the practice is notified promptly so the team knows the AI receptionist has been updated.

Question 31

Is ViveoAI insured?

Accepted Answer

Yes. ViveoAI is set up with relevant business insurance for the type of technology and service we provide.  This includes cover designed for technology businesses, including professional liability and errors and omissions considerations.  For larger dental groups, corporate clients, or practices with formal procurement requirements, we can provide insurance documentation and relevant commercial information during the onboarding or due diligence process.

Question 32

What legal and commercial documents can you provide?

Accepted Answer

For practices or groups that require formal documentation, we can provide the appropriate commercial and compliance documents as part of the onboarding process.  This may include:  • Service agreement • Data processing agreement • Insurance documentation • Information about sub-processors where relevant • Data handling and retention information • Security and access control information • Call recording and transcript handling options  This gives practice owners, managers, and group operators the information they need to review ViveoAI properly before going live.

Question 33

Who is responsible for the information the AI gives to patients?

Accepted Answer

ViveoAI is configured around the information approved by your practice.  During onboarding, we collect your practice rules, services, pricing, opening hours, emergency protocols, booking preferences, and escalation instructions. The AI is then configured to use that approved information when speaking to patients.  The practice remains responsible for the accuracy of the information it provides to us, while ViveoAI is responsible for configuring and operating the AI receptionist according to the agreed setup.  If anything changes, such as prices, opening hours, services, or booking rules, the practice can request updates through ViveoInsights so the AI receptionist remains accurate.

Question 34

Does ViveoAI make clinical decisions?

Accepted Answer

No. ViveoAI does not diagnose, provide clinical advice, or make clinical decisions.  It is an administrative voice AI receptionist. It can answer approved practice FAQs, capture patient information, support booking workflows, identify potential urgency based on agreed rules, and escalate calls when needed.  Clinical judgement always remains with the practice's qualified clinical team.

Question 35

Can larger dental groups review ViveoAI before rollout?

Accepted Answer

Yes. We understand that larger dental groups may need to review ViveoAI from a technical, operational, legal, compliance and insurance perspective before rollout.  We can support this process by providing relevant documentation, explaining the onboarding workflow, outlining how data is handled, and showing how ViveoAI can be configured across multiple locations.  Many groups may choose to begin with a focused pilot, such as overflow calls, out-of-hours calls, or selected locations, before expanding to a wider rollout.

Question 36

How much does ViveoAI cost?

Accepted Answer

Pricing depends on your practice size, call volume, number of locations, and whether PMS integration is required.  A single-site practice with overflow and out-of-hours call handling will usually have a simpler setup than a multi-site group requiring advanced diary workflows and reporting.  You can view our current ViveoAI pricing or book a demo for a tailored recommendation based on your practice size, call volume and integration needs.

Question 37

Is there a setup fee?

Accepted Answer

No. Setup and onboarding are included. Standard setup, configuration, testing, call flow design, practice-specific FAQs and go-live support are covered in your plan, so the AI receptionist is properly tailored to your practice rather than using a generic script.  Custom integration requirements, such as building a brand-new practice management system integration, may be quoted separately.

Question 38

Can we trial ViveoAI before rolling it out fully?

Accepted Answer

Yes. Many practices start with a focused use case, such as out-of-hours calls or overflow calls, before expanding to broader call handling.  This allows your team to test the system, review performance, and build confidence before increasing usage.

Question 39

Will patients know they are speaking to AI?

Accepted Answer

Yes. ViveoAI can introduce itself clearly as an AI assistant or virtual receptionist, depending on your preferred wording.  Transparency is important, especially in healthcare. The goal is not to trick patients, but to give them fast, helpful support when your team is unavailable or busy.

Question 40

What happens if a patient asks for a human?

Accepted Answer

If a patient asks to speak to a person, ViveoAI can capture their details and pass the request to your team.  Depending on your setup, it can mark the enquiry as urgent, send a notification, or advise the patient when the practice team will be able to respond.

Question 41

Can ViveoAI send follow-up messages?

Accepted Answer

Yes. Depending on your setup, ViveoAI can support follow-up by SMS, WhatsApp, or email.  This can include appointment links, confirmation messages, information about treatments, or summaries for your team.

Question 42

Where can I learn more about ViveoAI for my type of practice?

Accepted Answer

ViveoAI is designed primarily for dental practices, with dedicated workflows for appointment handling, patient enquiries, PMS integration, emergency routing and out-of-hours support. You can learn more on our AI receptionist for dental practices page.  We also support optical practices and selected healthcare clinics, with tailored call handling depending on your systems, services and booking process. You can learn more on our AI receptionist for opticians page.  For practices comparing AI with traditional outsourced call handling, see our guide to AI receptionist vs call answering service.

ViveoAI Frequently Asked Questions

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General & Capabilities

Technical & Integration

DentalSpeak Onboarding

Reception Team & Workload

Clinical Safety & Compliance

ViveoInsights Reporting

Setup, Updates & Customisation

Legal, Insurance & Commercial Assurance

Pricing & Commercial

Patient Experience

General & Capabilities

What exactly is ViveoAI?

What exactly is ViveoAI?

Is ViveoAI a robotic text-to-speech system?

Is ViveoAI a robotic text-to-speech system?

Does ViveoAI replace our reception team?

Does ViveoAI replace our reception team?

How is ViveoAI different from a traditional call answering service?

How is ViveoAI different from a traditional call answering service?

What types of calls can ViveoAI handle?

What types of calls can ViveoAI handle?

Technical & Integration

Which Practice Management Software does ViveoAI integrate with?

Which Practice Management Software does ViveoAI integrate with?

What if our Practice Management Software does not currently integrate?

What if our Practice Management Software does not currently integrate?

How does ViveoAI link with our existing phone lines?

How does ViveoAI link with our existing phone lines?

Can ViveoAI support multiple practice locations?

Can ViveoAI support multiple practice locations?

DentalSpeak Onboarding

How do you collect the information needed to set up our AI receptionist?

How do you collect the information needed to set up our AI receptionist?

Why is the onboarding process so detailed?

Why is the onboarding process so detailed?

Do we need to write long documents or scripts ourselves?

Do we need to write long documents or scripts ourselves?

Reception Team & Workload

Won't ViveoAI just create more work for our reception team if patients still need callbacks?

Won't ViveoAI just create more work for our reception team if patients still need callbacks?

How does ViveoAI help reception teams day to day?

How does ViveoAI help reception teams day to day?

Clinical Safety & Compliance

Does ViveoAI give clinical advice?

Does ViveoAI give clinical advice?

Is ViveoAI GDPR compliant?

Is ViveoAI GDPR compliant?

Are calls recorded?

Are calls recorded?

How does ViveoAI handle dental, medical or optical emergencies?

How does ViveoAI handle dental, medical or optical emergencies?

ViveoInsights Reporting

What is ViveoInsights?

What is ViveoInsights?

What information can we see in the dashboard?

What information can we see in the dashboard?

Can our team be notified when a new call needs attention?

Can our team be notified when a new call needs attention?

Can ViveoInsights help us avoid missing valuable enquiries?

Can ViveoInsights help us avoid missing valuable enquiries?

Can our team see which calls need follow-up?

Can our team see which calls need follow-up?

Is call data stored securely?

Is call data stored securely?

Setup, Updates & Customisation

How long does it take to get ViveoAI live?

How long does it take to get ViveoAI live?

Can we customise what the AI says?

Can we customise what the AI says?

Can we update the AI after launch?

Can we update the AI after launch?

Can we manage changes to our AI receptionist after launch?

Can we manage changes to our AI receptionist after launch?

What kinds of changes can we request?

What kinds of changes can we request?

How quickly are updates made?

How quickly are updates made?

Legal, Insurance & Commercial Assurance