Does Dentally have AI support?
Ellie is your 24/7 AI support agent in Dentally. When you start a new support chat (all regions), Ellie is the first agent you will speak to, and can answer questions about using Dentally. For some UK users, you may also speak to Ellie if you call our support phone number.
Ellie uses our Help Centre, among other sources, to provide you with accurate and up-to-date information. This enables you to get answers more quickly, without having to wait for a human to be available.
When using AI to ask questions, there are a few key things to remember in order to get the answers you need.
💡 Top tip: You can always ask to speak with a human if you need, and you will be passed through quickly to our support team 🎉
How do I communicate effectively with Ellie, the AI support agent?
Use realistic language
Talk to Ellie like you would to any other team member! Use full sentences to ensure Ellie understands what you’re trying to ask. Minimal questions will mean Ellie doesn't know exactly what you’re referring to, which might result in responses that aren’t related.
Instead of: “Refunds” or “I need help with refunds”
Specify: “How do I refund a patient?” or “How do I report on refunds?”
Instead of: “I have a claims issue”
Try: “My claims aren’t working because...” or “When I do X to my claim, Y is happening...”
Be specific
Remember, Ellie has the full knowledge of the Help Centre (and more!) available, and sometimes multiple features use the same word. Specify what feature or action you’re asking about - and remember, if Ellie's first answer isn’t perfect, you can always follow up with a clarifying question or more detail.
Instead of: “How do I create a template?”
Specify: “How do I create a treatment plan template?”
That way, Ellie won’t accidentally give you answers relating to email templates or something else. You’ll be much more likely to get relevant answers on the first time of asking!
Ask for clarification
Just like you would with a team member – if Ellie’s response has confused you or doesn’t seem to match what you’d expect, try prompts like these to help get the info you need.
“That doesn’t match what I’m seeing, can you check again?”
“That’s too long, can you simplify that answer?”
“Can you explain further?”
Don’t forget – you can always ask for a human agent!
While Ellie can help with most questions based on the knowledge available to it, remember that it can’t actually see your Dentally database. Some complex queries will need input from a member of the team – at any point in the conversation, you can ask to speak to a human agent and you’ll be put through to our helpful support team to find a solution.
💡 Top tip: If you’re talking to Ellie out-of-hours and ask to go through to a human, your question might not be picked up by the team until the next working day.