Developed case, concept and prototype — not production-deployed
Case and implementation

Skøyenåsen Dental Clinic: AI in patient journey, intake and booking

Safer and more structured digital patient journey from first contact to booking.

Skøyenåsen Dental Clinic is a concrete AI case for patient journey, first contact, information, needs clarification and booking. The project connects customer experience, smart intake, guided booking, chatbot and digital front-end in six languages — with responsible use of AI, human control and clear boundaries. The solution is developed as a case and prototype, not as a production-deployed patient system, and does not replace dentists or healthcare personnel.

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The solution is developed as a concept prototype and portfolio demonstration — not presented as a production-ready system.

The challenge the project addresses

Many smaller organisations have manual, fragmented or unclear customer journeys. Inquiries come through multiple channels, needs must be clarified manually, booking can become inaccurate, and patients or customers drop off along the way. In healthcare services, trust, precision and human control are especially important — while simpler booking and better information are critical for patient experience and capacity utilisation.

Model, approach and project logic

The solution logic starts from the patient journey at first contact — with a clear boundary against journal-adjacent or clinical judgements:

  1. First contact and information

    The patient meets a digital front-end with clear information and guidance in their own language.

  2. Structuring inquiries

    AI supports structuring and clarification of inquiries — not medical diagnosis or clinical decision-making.

  3. Needs clarification

    Smart intake clarifies needs and makes booking more relevant before human follow-up when needed.

  4. Booking logic

    Guided booking simplifies appointment booking without replacing reception or clinical staff.

  5. Human control and escalation

    Clinical judgements and sensitive inquiries are escalated to staff. Human-in-the-loop is built in.

What has been built or developed

The project is developed as a case, concept and prototype — focused on front-end, patient dialogue and practical flow:

  • Digital front-end for the patient journey
  • Chatbot with guidance and information
  • Smart intake and needs clarification
  • Guided booking logic
  • Multilingual support in six languages
  • Structure for escalation to staff and administrative follow-up

Core deliverables and functional areas

The functional areas are deliberately scoped to safe digital patient journey — not clinical treatment:

Patient dialogue and chatbot

Developed

Guidance, information and structuring of inquiries in the patient's language.

Needs clarification (intake)

Developed

Clarification of needs before booking or escalation to people.

Booking

Developed

Guided booking flow for simpler appointment booking.

Security and privacy

Developed

Boundaries against sensitive clinical data and journal-adjacent processes.

Escalation and human control

Developed

Transfer to reception and clinical team when needed.

How the project or solution works

The patient journey is supported as follows in the first part of contact:

  • Reception and clinical staff are relieved from repetitive inquiries — without losing the personal touch that is a key strength of the clinic.

Why the project is relevant

For service- and health-oriented organisations

Shows how AI can be used in areas with clear business value, good user experience and manageable governance — without high-risk automation.

For employers

Demonstrates practical AI implementation in a real business context, with responsible scoping and focus on patient journey — not clinical decision support.

Transferable logic

Similar logic can be transferred to clinics, service businesses and SMBs with many manual inquiries — as a starting point for further development, not as a finished product.

Status, maturity and limitations

Developed case, concept and prototype for a safer and more structured digital patient journey. The solution is not production-deployed, does not use real patient data and is not presented as medical diagnosis, automated clinical decision-making or replacement for dentists or healthcare personnel. No documented health effect is claimed.

Further development and scalable application

Further development of the solution

  • Further testing and quality assurance
  • Booking integration
  • Role and access management
  • Multilingual support and administrative follow-up
  • Piloting with clear control points

Adaptation to functions and industries

  • Other clinics, healthcare services and service businesses with extensive customer dialogue, intake and booking
  • Service businesses with manual inquiries

Marius Ottesen

Commercial leader and AI strategist

Develops business-oriented concepts, workflows and digital solutions at the intersection of commercial leadership, people, technology and practical AI.

Explore the project further

Get in touch if you would like to discuss how AI can improve customer journey, intake, booking or follow-up in a service- or health-oriented organisation.

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