An AI receptionist that books appointments, triages emergencies and answers questions, in a real British voice.
Built for a fictional Manchester dental practice. The agent handles NHS and private booking flows, escalates dental emergencies, and routes anything outside its scope to a human. Speak to it directly below.
Speak with Jessica
AI receptionist for Bright Smile Dental Manchester
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Live transcript
0 turnsNothing yet. Try one of these scenarios when the call starts:
What Jessica can handle
Booking & rescheduling
Checks live availability against dentist schedules, distinguishes NHS vs private routes, collects new patient details and confirms with an SMS.
Emergency triage
Three-tier triage: A&E referral for life threatening symptoms, same day urgent slot for severe pain or abscesses, 48 hour appointment for non urgent issues.
Service & pricing questions
Knows NHS band charges, private price guides, Denplan options and which dentist does what. Never quotes exact private prices without a 'from' caveat.
Nervous patient handling
Routes anxious callers to Dr O'Connor, who specialises in nervous patients and offers longer appointments and oral sedation.
Out of scope routing
Complaints, refunds, medical history concerns and requests for specific dentists are warm transferred to a human, never fabricated.
Out of hours guidance
Directs NHS callers to 111 and private callers to Manchester Emergency Dental. Always says 999 for life threatening cases.
How it's built
Stack
- Voice orchestrationRetell AI (web call SDK + LLM agent)
- LLMGPT 5 via Retell, with a domain specific system prompt
- VoiceMinimax Willa, en GB
- FrontendNext.js 14 (App Router), TypeScript, Tailwind
- BackendNext.js route handler that mints a web call access token server side
- Tool endpointsMocked with Beeceptor for check_availability and book_appointment
- HostingVercel
Design choices
- Tools, not hallucination. The agent never invents availability or confirmation numbers. It calls
check_availabilitybefore offering slots andbook_appointmentonly after collecting all required fields. - Three tier emergency triage. The system prompt encodes the exact symptoms that route to A&E, same day urgent, or 48 hour urgent. This is the highest stakes path so it is the most explicit.
- British speech rules. The prompt enforces saying "twenty six pounds eighty" not "$26.80", "the fourteenth of May" not "May 14th", "mobile" not "cell". Small things that make the agent sound local.
- One question at a time. Compound questions confused early test calls. The prompt now bans stacking and caps every turn at two sentences.
- Transfer over fabricate. Complaints, refunds, medical history and specific dentist requests always warm transfer. The agent is told to prefer transfer over making up an answer.
- Server side token. The Retell API key never reaches the browser. The page calls a Next.js route which creates the web call and returns only the short lived access token.