Why We're Building an AI Reception Assistant
The Real Problem
In many dental practices, clinical staff spend a large part of the day on tasks that have nothing to do with dentistry: answering phones, scheduling appointments, verifying insurance information, processing forms, checking in patients.
This isn't a criticism—it's reality. And the consequence is clear: every minute a dental assistant spends at the reception desk is a minute missing from the treatment room.
Meanwhile, patients face the other side of this problem: they call, the phone rings, but nobody answers. If a practice misses just ten potential new patient calls per month, that's 120 lost patients per year, with corresponding effects on practice capacity and patient care in the region.
At Puls Zahnmedizin, we want to change both sides of this problem fundamentally.
A Problem That's Getting Worse: The Skills Shortage
The background makes this even more urgent. According to the German Federal Employment Agency, dental assistants (ZFA) already ranked first among shortage occupations in Germany in 2022 (Source: Federal Employment Agency, shortage analysis). A trend extrapolation by the German Economic Institute (IW) suggests that roughly 11,000 dental assistants could be missing by 2027 (Source: IW, labour market extrapolation 2027).
The consequence: there simply aren't enough trained staff to fully staff both reception and treatment rooms. Practices that don't solve this double burden intelligently will have to make compromises either in accessibility or treatment quality.
Then There's the Language Barrier
Dortmund is diverse. In our future practice, patients will speak German, Turkish, and English. Not everyone feels confident asking medical questions in a foreign language. And when people are uncertain, they often don't ask at all.
A receptionist, however dedicated, can't simultaneously manage three languages fluently while the phone is ringing, a patient is waiting at the desk, and the next treatment room needs preparing. This isn't a matter of competence—it's the physical limits of one human being.
For patients who can express themselves in their native language, barriers drop. Whether it's preparing for a procedure, clarifying insurance questions, or describing concerns, communication in a familiar language builds trust and improves care quality.
Our Solution: Paira
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That's why we're developing Paira, an AI assistant designed specifically for use in a dental practice.
Paira isn't an off-the-shelf chatbot. Our team developed her and understands the workflows of a dental practice. She speaks German, Turkish, and English—naturally and at native speaker level. Unlike generic voice assistants, Paira knows the specific workflows of a dental practice: from check-in through insurance verification to treatment preparation.
What Paira Handles: The Complete Check-In Process
Paira takes over the entire reception process—structured and reliably:
- Greeting and identification: When a patient enters the practice, Paira greets them in their preferred language and verifies identity.
- Verify insurance data: Paira collects and verifies insurance information, identifies missing details, and alerts the patient.
- Forms and documents: Paira ensures all necessary forms are present, from medical history to privacy agreements. Missing documents are provided digitally on the spot.
- Notify treatment room: Only once check-in is complete is the treatment room notified. The team knows: the patient is ready, all documents are here.
- Available 24/7: Questions about hours, treatments, or directions are answered anytime by Paira—evenings, weekends, and holidays. Not an answering machine, but real answers.
- Multilingual communication: Patients can communicate in their preferred language. Paira automatically detects the language and switches seamlessly.
- Treatment preparation: Paira helps patients prepare for their visit, explaining what documents to bring and what to keep in mind for specific procedures.
The Real Difference
The point isn't that Paira answers calls. The point is what happens after: Our clinical staff no longer has to bounce between reception desk and treatment chair. They stay where their expertise is needed—in the treatment room, with you.
Paira handles routine operations. The team handles dentistry. In times of staff shortages, this isn't a comfort feature—it's a necessity.
Combined with our service robot Bodo, Paira also coordinates logistics in the practice. When a patient is checked in and the next appointment is scheduled, Paira ensures the correct instrument cart is delivered to the right room—automatically and without manual effort.
What Paira Deliberately Doesn't Do
As important as technology is to us, there are clear boundaries:
- No diagnosis: Paira doesn't make medical diagnoses or recommend therapies. That remains the responsibility of our treatment team.
- No medical decisions: When patients report health concerns, Paira always refers them to our staff. AI can support medical judgment, but never replace it.
- No permanent data storage: Conversations with Paira aren't permanently saved. Patient data isn't stored on external servers.
- Always transparent: Patients always know they're talking to AI and can continue the conversation with a human at any time.
Technology should make healthcare more accessible, not replace the dentist.
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Data Protection to the Highest Standards
As a dental practice in Germany, we're subject to the GDPR and the strict requirements of the Federal Data Protection Act (BDSG). When it comes to AI in healthcare, we take this seriously.
The German Medical Association (KBV) published comprehensive guidance on AI use in medical practices in 2025, which also considers the requirements of the EU AI Regulation (AI Act) (Source: KBV, Guidance on AI in Medical Practices, 2025). We follow these standards.
Concretely, that means:
- Images stay in the practice: Camera images and documents you show are analysed on the practice's own hardware and never leave the practice. A document is stored in your patient file only with your consent.
- Speech processing in the EU: For speech processing we use contractually bound speech services acting as processors, with data centres in the EU, compliant with GDPR's strict data transfer requirements. Conversation data is not stored there beyond the conversation and is not used to train AI models.
- Encrypted communication: All data transfers are encrypted using current standards (TLS 1.3, AES-256).
- Data minimization: Only data necessary for each specific operation is collected, nothing more.
- Transparency: Patients always know they're talking to AI and can request to speak with a human at any time.
- Trained staff: All employees working with AI systems receive training on proper use, including technical, legal, and ethical aspects.
Why This Matters
An AI reception assistant isn't a gimmick. It solves a real problem: more time for what matters—treating and caring for our patients.
The situation is clear: trained staff are missing. At the same time, administrative demands keep growing, from documentation requirements to quality assurance. AI-assisted reception systems aren't science fiction—they're a practical response to an acute healthcare problem.
When staff doesn't have to be split between reception and treatment room, everyone wins: patients get more attention, the team can focus on their clinical expertise, and the practice runs more efficiently. According to a survey by the American Medical Association, the share of US physicians using AI in their work rose from 38 percent in 2023 to 66 percent in 2024 (Source: American Medical Association, 2025). The trend is clear.
This isn't a future vision. It's what we're working on right now.
Stay Tuned
We'll introduce Paira before our practice opens and show how she works in daily operations. Until then, we're building the best AI reception assistant for a dental practice—thoughtful, secure, and patient-centered.
Follow our journey and be among the first to know when Paira is ready.
Further Reading
- Paira in Action: Meet Our AI Receptionist
- From Registration to Treatment: Our Intelligent Check-In
- Data Privacy and AI: How Paira Protects Your Data
Frequently Asked Questions (FAQ)
What exactly does Paira do as an AI reception assistant?
Paira handles the complete check-in process: greeting patients, verifying identity, collecting insurance information, ensuring all forms are present, and notifying the treatment room only when everything is ready. Additionally, she answers questions 24/7 about hours, treatments, and directions. Paira speaks German, Turkish, and English at native level. This frees clinical staff from routine tasks so they can focus on treatment.
Are my data safe with an AI assistant?
Yes. Camera images and documents are analysed on the practice's own hardware and never leave the practice. For speech processing we use contractually bound speech services acting as processors, with data centres in the EU. All data transfers are encrypted (TLS 1.3, AES-256), and only necessary data is collected. We comply with GDPR, the Federal Data Protection Act, and KBV guidance on AI in medical practices. Conversations aren't permanently saved.
Does Paira replace our practice staff?
No. Paira handles administrative routine tasks like check-in, insurance verification, and frequently asked questions. This frees our clinical staff to focus on medical care. Given the skills shortage—with a trend extrapolation by the German Economic Institute (IW) suggesting roughly 11,000 dental assistants could be missing by 2027—this is staff relief, not reduction. Paira doesn't diagnose or make medical decisions.
Why does Paira speak multiple languages?
Dortmund is a diverse city. Many patients speak German, Turkish, or English as their first language. Communicating medical concerns in a foreign language can be a barrier. Paira automatically detects the patient's language and switches seamlessly. This ensures every patient feels understood regardless of background, improving both service and the quality of information needed for good treatment.