AI Assistant

/features/ai-assistant

AI Assistant — a calm guide across your whole practice

Hero Summary

Built into Primoro. Always available when people need clarity — guiding patients and supporting teams to take the right action, faster.

Primoro’s AI Assistant — Aiden — is the everyday intelligence layer across the platform. It helps patients and staff understand what they’re seeing, complete common actions, and stay on top of what’s due — without replacing your team or overstepping clinical or operational boundaries.

Supporting line

Fewer questions. Fewer gaps. Faster action.

CTAs

→ Request a demo

→ Explore Primoro CORE

What it is

AI Assistant is an in‑app guide, not a chatbot bolted on the side.

It helps people:

• Understand what they’re seeing (in plain English)
• Complete supported actions inside Primoro
• Stay on top of what’s missing, due, or at risk

Aiden appears where clarity helps — and stays out of the way when it doesn’t.

What it solves

For practices

• Repeated questions for reception and admin teams
• Missed steps hidden across inboxes, portals, and tools
• Inconsistent explanations of plans, pricing, and policies
• Disruption caused by incomplete forms or missed follow‑ups

For patients

• Uncertainty about what happens next
• Confusion around appointments, treatment plans, and costs
• Too many channels and not enough clear guidance

AI Assistant turns "What do I do now?" into a clear next step.

Core capabilities (Included in CORE)

Action‑first patient self‑service

Aiden helps patients complete supported actions inside the patient app:

• View, book, reschedule, or cancel appointments (within practice rules)
• Understand appointment types and preparation
• See treatment plan items explained in plain English
• Understand pricing, deposits, and bundled items (non‑clinical)
• Spot missing digital forms and jump straight to completion
• View balances and payment options (where enabled)
• Get instant answers to approved practice FAQs

Screen‑aware guidance

Aiden adapts to context and offers relevant actions, such as:

• Manage my appointments
• View my treatment plan
• Complete my forms
• Payments & billing
• Practice information

Guidance is button‑led and contextual, not a floating chat bubble everywhere.

Staff guidance (role‑aware and governed)

For staff and managers, Aiden supports day‑to‑day work by:

• Answering how‑to questions using practice‑approved information
• Suggesting next actions during conversations (never auto‑sending)
• Helping staff find what matters — tasks due, callbacks at risk, missing actions

All staff guidance respects role‑based access controls.

Calendar‑aware by design

Aiden operates on Primoro’s centralised CORE calendar model:

• Tasks, callbacks, and appointments are time‑bound and visible
• Aiden highlights what’s due, missing, or at risk
• Actions created always follow the same ownership and governance rules

AI Assistant never bypasses CORE — it works within it.

Aiden for web enquiries (When modules are enabled)

When the Treatment Pipeline module is enabled, Aiden can also support website‑sourced enquiries.

Through AI‑assisted web conversations, Aiden can:

• Answer common pre‑treatment FAQs
• Collect enquiry information
• Create lead callbacks and route them to the right roles
• Support appointment booking where permitted

When additional modules are enabled, Aiden can also:

• Take payments or deposits (Integrated Payments)
• Subscribe contacts to mailing lists (Campaign Manager)

Capabilities appear only when the relevant module is enabled.

Why it matters

AI Assistant helps practices to:

• Reduce inbound calls and messages
• Increase completion of forms, bookings, and follow‑ups
• Protect the day by surfacing what’s about to slip
• Save staff time by removing repetitive questions
• Maintain consistent, compliant communication across sites

Safety & trust

Aiden is designed for healthcare environments:

• It does not provide clinical advice or diagnosis
• It explains and supports — it does not decide
• Humans remain in control of outcomes
• Escalation to staff occurs when required

Where Aiden appears

AI Assistant is embedded — not another system to manage:

• Patient App — bookings, forms, plans, payments, aftercare
• Staff App & Web Portal — guidance, next steps, operational clarity
• Task Manager & Communication Hub — surfacing actions and follow‑ups

Primoro AI & modular extensions

AI Assistant is part of Primoro AI and is included in Primoro CORE.

Optional AI modules extend its capabilities — for example:

• Voice call handling
• Meeting summaries
• Quality monitoring
• Pipeline intelligence

The platform remains modular: nothing appears unless it’s enabled.

AI Assistant — FAQ

Is AI Assistant just a chatbot?

No. Aiden is an in‑app assistant embedded across Primoro. It understands context, explains information in plain English, and helps users complete supported actions — rather than operating as a stand‑alone chat tool.

What can Aiden actually do on its own?

Aiden can explain information, guide users to the right next step, surface what’s missing or due, and help users complete actions that are explicitly enabled. It does not independently make decisions, change records, or take irreversible actions without user involvement or permission.

Does Aiden give clinical advice or recommendations?

No. Aiden never diagnoses, recommends treatment, or provides clinical judgement. It explains existing information, supports understanding, and helps guide actions within defined non‑clinical boundaries.

Does AI Assistant replace reception or admin staff?

No. Aiden reduces repetitive questions and helps patients self‑serve simple tasks, but all work remains visible, owned, and controlled by your team. Human staff retain responsibility for care, decisions, and outcomes.

How does Aiden handle website enquiries?

When the Treatment Pipeline module is enabled, Aiden can support website enquiries by answering FAQs, collecting enquiry details, and creating lead callbacks routed to the appropriate roles. Enquiry handling follows the same governance and calendar rules as other work.

Can Aiden book appointments or take payments?

Yes — within defined rules and permissions.

• Appointment booking follows Appointment Manager rules and availability
• Deposits are included in CORE and can be supported by Aiden where appropriate
• Additional payments require Integrated Payments
• Campaign sign‑up requires Campaign Manager

Capabilities appear only when enabled and permitted by practice rules.

Is Aiden permission‑controlled for staff?

Yes. Aiden follows Primoro’s role‑based access controls. Staff only see guidance and actions appropriate to their role and permissions.

How does Aiden know what’s due or at risk?

Aiden operates on Primoro’s centralised CORE calendar model. It can highlight tasks, callbacks, and appointments that are due, overdue, or missing — but it does not override ownership or workflows.

Is AI Assistant suitable for multi‑site or group practices?

Yes. Aiden remains role‑aware and consistent across sites, teams, and locations, supporting scale without changing how governance or ownership works.

Where is data handled and governed?

All data accessed or surfaced by Aiden follows Primoro’s security, access, and data‑retention rules. AI Assistant does not bypass auditing, permissions, or platform governance.

Final CTA

Give patients and teams a calm guide — without adding another system.

→ Request a demo

→ Explore Primoro CORE