Google Cloud AI Technology Cuts Dental Booking Time to 15 Seconds
FDC Dental Clinic (FDC) is utilising artificial intelligence (AI) technology based on Google Cloud to accelerate the patient appointment booking process. The technology has reduced reservation times, which previously could take up to an hour, to approximately 15 seconds. The technology was developed by FDC together with technology partner Tridorian using Vertex AI and Gemini from Google Cloud. The system allows patients to make reservations via an application, select a clinic and service, and complete the down payment in a shorter time.
FDC Founder and CEO Ita Lestari said the implementation of AI is aimed at improving public access and ease of obtaining dental health services. “Amidst the challenges of public access to dental health services, technology must provide real benefits. For us, technology is not just about making the system more sophisticated, but it must make it easier for patients to get services, faster, and feel more comfortable,” Ita said in a statement on Tuesday (11/8). According to Ita, before using the AI-based system, the booking process via chatbot still required manual support from the internal team. When the number of users increased, reservation requests could reach thousands simultaneously, causing patient waiting times to reach up to one hour. FDC then developed an AI-based booking system integrated with the company’s digital platform. The technology is also directed at providing more responsive services and adapting to user needs. “In the future, the technology can also be developed to understand the diverse language characteristics and needs of users in Indonesia. However, the principle remains the same: technology must help create a more humanistic service,” said Ita.
Chief Technology Officer of FDC, M. Reza Avesena, said the digital transformation not only accelerates patient services but also increases the company’s operational capacity. “If previously one agent could only support the operations of one clinic, through the integrated system, one agent can now support up to around 30 clinics. This means we can increase service capacity without reducing the quality of the patient experience,” said Reza. From an infrastructure perspective, FDC uses Google Cloud Run. This technology allows system capacity to adjust to user needs automatically. Based on FDC’s internal evaluation, the implementation of this technology has reduced infrastructure costs by up to around 35%. The system is also prepared to support an increase in the number of users and the expansion of the clinic network. “From the beginning, we worked with the Google Cloud and Tridorian teams to build a solution architecture that suits FDC’s needs. A hands-on approach and open communication helped us build a scalable infrastructure to support business growth and patient services,” said Reza.
In addition to patient services, FDC has begun implementing AI in a number of internal processes, including the management and initial selection of candidates to meet workforce needs as the clinic network expands. Currently, FDC claims to have served more than 2 million users through its digital platform and operates more than 70 clinics in various cities across Indonesia. The company also serves more than 60,000 patients each month. FDC is targeting the development of its network to more than 100 clinics. Ita said the use of technology is part of the company’s strategy to expand public access to dental health services. “FDC’s growth is not just about adding more clinics. What is more important is how this growth allows more people to gain access to quality, comfortable, and affordable dental health services. AI and technology help us magnify that impact,” said Ita.