Is Your Practice Ready for the AI Shift? (Live from Parker Vegas)

Hey, I am super happy to be here at Parker Seminars. We're gonna be talking all about AI and how it can make an impact in your practice. It really isn't about you becoming a tech guru. It's really about understanding how you can have more heart, being knee-to-knee, heart-to-heart with each and every patient by using technology to amplify your voice. Thank you so much, Parker Seminars, for having me. Thank you for taking the time to come in today and, and learn. We're gonna talk really practically about AI, and I'm happy to answer any questions that anybody has along the way as well. So, Don't hesitate. The more that we participate together, I think the better off this talk will be. And I'm happy just to make it real. And I'll start with a question to kind of make things real right off the bat, which might seem odd in an AI talk, which is— and I'm encouraging feedback and shoutouts. Why did you become a chiropractor? Anybody? Anybody out there? To do what? Love chiropractic. Awesome, awesome answer. Help people. Love it. Anybody else? Any other reasons? I think the consensus is going to be because you want to help people. You want to help people live their best life. Clearly, you can't live your best life if you're in pain. And then that transitions ideally into human performance, as we all know. So what we're going to talk about today is really about helping people. Technology should enable you to be more knee-to-knee, heart-to-heart with the individuals that you're connecting with. This is not about becoming a technology expert. This is about understanding the tools that enable you to have a human connection at a better level. When AI, when all technology is working its best in your practice and for your practice, it's enabling you to be a better doctor. It's enabling you to have a human connection. And it's enabling your team to be more efficient and more effective with how they deal with the people walking through your front door each and every day. This is about humanizing. It's not about replacing people. It's not taking jobs. The beautiful part about being a chiropractor is what we do is heart-oriented. What we do is take care of people with our hands. That's special. And when technology is working its best, it enables you to do that at the highest level possible. Is that a fair way to start this talk? All right, cool. So we're going to talk about patient communication and smarter patient communication so you can scale trust, time, and growth. So we're going to highlight how AI can improve patient communication, how virtual agents— anybody heard the word virtual agents before? Nice. How they work and how AI can scale your video production. We'll talk about important parts and we'll kind of workshop a few things as well throughout this process. And I, I wanna reemphasize as we dive in, this is about enabling you to have a human connection with the individuals in your community and ultimately to be able to help more people. That is what this is about. So we'll start with AI call agents. Chiropractors, in my opinion, don't necessarily have a marketing problem. It's really about communication. When calls go unanswered, when questions go unaddressed, education can happen too late and you're not able to make the maximum impact that you can. So opportunities can disappear in your practice over time just because of the timeliness or lack thereof of when a patient reaches out. So when an AI agent, call agent will dive in, we're gonna do something really wild. We're gonna do a live demo as well together, which is the most stressful thing standing up here humanly imaginable, but we'll do that, um, because I think it's really important to understand the context of what does this really sound like, how does this really work. So who here knows how many missed calls they had last week in their practice? Anybody tracking missed calls? Couple people, nice. Overwhelming majority are not. So that's a challenge because people are gonna reach out to you and your practice on their time, not when you are there to answer the phone. As a matter of fact, most practices are answering the phones by far less than 50% of the time that's available in a week. Most of us don't have— anybody have a 24/7, 365 call center? Couple hands. Overwhelming majority do not. and that is missed opportunity. And I say missed opportunity because it's not all about the revenue that that can create. The revenue's a byproduct of the care and heart that you provide, the influence that you provide, and the inspiration that you provide each and every person that walks through your front door. But if they're not walking through your front door, every opportunity is missed. So ultimately, AI call agents allow your practice to connect with people on their time. And to me, that's one of the most important things we can do as providers. So it's estimated that 30 to 50% of new patient calls go unanswered in a practice. For anybody that track— maybe I'll ask a question here. A couple people said they track their calls. What percentage of calls in your practice happen off hours, so to speak? You can just throw out rough estimates. 18, 20%. So one, uh, up to one out of five calls are happening when people would not normally be answering the phone. That's massive. And every one of those is a, a life that could be changed by the care that we provide. So if you are getting out there as a caregiver, as somebody who's put your heart into being a chiropractor that's passionate about helping people live their best life, You can't have people calling and not getting a response. And that is ultimately what we're gonna dive into today. So many people do not leave voicemails. As I always like to say, ain't nobody leaving a voicemail. If somebody calls your practice, they're probably calling your practice because something's going on right then. This is, these are humans, right? They are hurt, their son, their daughter, they are looking for help. And often if they're hitting a voicemail, they're gonna hang up and call the next doc as opposed to calling back the next day. And that's a missed opportunity. I really would encourage everybody in this room to not have that be the case moving forward in your practice. What's up?

I have a quick question.

Yeah, yeah, please, please.

So when you talk about missed calls, I think about missed opportunities, not just calls. 20 years ago, it was after hours, there were calls. Now it's emails, contacts. Am I going to refer to that as a missed call?

Great question. So the question up front was about it's not only phone calls coming in, it could be emails, it could be messages online, etc. I could not agree more. A lot of what we are going to discuss today is specifically relative to the phone call. But you are 100% correct. Every time a message comes in, having an AI tool, an AI agent, something that can respond to that person as quickly as possible, critically important. And I'll highlight, I'll go a little bit off of where I was gonna go here with you, which is who here has heard the most important aspect of paid advertising is speed to lead? Speed to lead. All right, lot, yeah, yeah, all right. So speed to lead simply means that the amount of time that's elapsed between when a lead comes in and when a lead is followed up with is completely determinant on whether that person gets on your schedule or not. And there's something, I don't know the exact stat off top of my head, but something like if 5 minutes goes by, between when an inquiry comes in and a phone call goes out or a message goes out, if more than 5 minutes goes by, it's more than a 50% decrease in the opportunity that that person will schedule in a practice. So this is the importance of why timeliness is so important, is because we've seen in statistics time and time again that when there's a delay in communication, it ultimately breaks down the ability to help that individual. And that's what this is all about again. So your team cannot be available 24/7, 365 in most cases. So utilizing technology is critical because, you know, this is not about putting more work on your team. This is not about replacing your team. It's about enhancing their ability. I'll say again, to be knee-to-knee, heart-to-heart with these individuals. I love a practice. I'll give you an example. In a busy practice, which is great, often the phones can be going quite a bit. There's probably people in here that get hundreds of phone calls per week into their front desk of their practice. And if your front desk is trying to answer each one of those calls while trying to check in and check out the people coming in, to me that's a missed opportunity at human connection. And that's what we should be about as chiropractors, is taking the opportunity when somebody walks through the threshold of our practice to have a human connection with that individual. So AI can help us in tremendous ways. And I'll say also in evolving ways. These slides, I'll admit, I submitted these slides a few months ago. There's plenty in these slides that has changed dramatically just over the last few months. This is, I'm going to say, the bleeding edge, the cutting edge of what we're going to discuss today. So things are rapidly changing. Who here has ever heard a call agent or tested one in the past? Great. How long ago was it? Months, years? Months, days, years. Okay. So 2 years ago, they were pretty whack. Like, they did not sound good. There was tremendous amount of latency. It did not sound human. It sounded like a robot, right? And, and also, I want to be clear, all of us have had the experience calling a business. Many times it's like an airline or a credit card company where you hit like a phone tree or a bot and you're like, this is the worst customer experience possible. So number one, I appreciate you all coming today to learn about why this is different and how this is different, but this is the difference between a bot and AI. A bot basically is a yes/no. It's binary. If this, then that. So it's limited in its ability. And a call tree, of course, everybody knows what a call tree is, does its own thing. When AI is working its best, it is accessing the knowledge of your practice, your website, whatever you feed into it, and and then dynamically being able to interact with the person on the phone in this case and answer the questions appropriately. So it should be a far better experience, not a worse experience. And I can tell you, even up to maybe 6 months, 1 year ago, the experience even with the AI components, they were a little rough around the edges. But what I've seen is literally week by week latency improve, the dynamic tone of what they can do improving, And it's really, really cool. So I hope that you get that takeaway as we walk through what this looks like in real life. So patients do now expect instant access. We talked about speed to lead and why that's so important. And it really is about, again, being on their timelines—nights, weekends, lunch hours. I'm going to say speed beats perfection. Nothing's perfect. And even on the example that we go through today, you might say, ooh, that's just not exactly 100%. It might not be 100%, but man, if we can get 80%, 90%, and ultimately increase our ability to connect with people, I think we're doing the right thing. So a couple docs here highlighted 20% of calls after hours. You know, I've talked with some other individuals that run EHR companies, things like that. They monitor some of this, and we've seen up to 75%. Depends on your hours. It depends upon where you live. But the bottom line is there's a lot of calls that come in when you're not able to answer the phone. And every one of those is a potential missed opportunity to be able to help somebody. 60% of patients give up after one unanswered call. That is a pretty rousing statistic in my mind. So it emphasizes the importance of ensuring that you do have your calls answered. So again, AI does not replace, as my business partner in the back, Jason Deitch, just said, this is, this is about being a human doctor. This is about being human, but allowing technology to do its work as well. It's not about replacing anybody. It's about enhancing your team's ability to connect with individuals. So removing repetition, preserving human energy so that they can be more present with the people walking through your front door, improving consistency. This has probably never happened to anybody in this room, but have you ever coached or trained a new hire in your practice and then gone back a few months later and saw the difference between how you coached and trained and what was happening? It just happens. That's like normal. It's totally normal. That's why coaching and training is so important in your practice. But that's totally normal. The beautiful part about AI is you can teach it and do guardrails And ultimately, every time it learns and gets better, it doesn't fall away from the train tracks, the train tracks get tighter. And that's so, so powerful. And I think it should not be overlooked that ultimately, this enables you to be more efficient, to be better consistency, and ultimately, again, free your team for real connection. So there's a stat from Gartner, 70% of patients expect a digital self-service option. And maybe I'll ask this direct question. I didn't ask this one. Is anybody actually using an AI call agent in their practice right now? Cool. Couple hands. That's great. Yes, sir. We allowed to ask questions? Yeah, please. We allowed to ask tough questions?

Yes. So the answer to your question was yes. I was using a— got 3 ones, one of the better ones. And hey, she's hanging out. Yep. So they realize, or prospective patients, they realize it's an AI agent. Yeah. Yeah. Hang up.

So I drop it. Yep. I would just say, what did I do wrong? That's a great question. So the question is, this doc had used an AI agent for a few months. He found that patients weren't really digging it, and he was getting a lot of hangups. Is that fair to say? So I want to be very, very clear. An AI agent should not be trying to trick any— not that you were doing this, but it should not be tricking anybody that it's a human. So I think there's something to be said in terms of calling that out upfront, right? So nobody wants to be tricked or deceived. That erodes trust, not builds trust. So ultimately having one is that the agent needs to be able to be as short in latency and as dynamic as possible. So that those are clear factors. The second component is how efficient was it to answer the question? That's a big deal. The coaching and training on these agents, what I've seen over the last even 6 months is 6 months ago, I looked, you know, I could look behind the scenes at some tools and resources online. And I mean, the node, this thing looked like, you know, it looked like you were building a SpaceX ship to Mars. I mean, it was like so complex and there's been a lot of simplification. And every time, if you think about this, like when I say nodes, I think about how is it answering questions and accessing data behind the scenes is kind of the geeked out tech stuff. The deeper or wider that that is, the more latency there can be. So what I've seen over the last few months is specifically, though, I'm going to say the last 6 months is really the ability for it to access more information faster. And that decreases the amount of time between the question and the answer. And that helps provide a tremendously better experience because, yeah, if anybody's even just wait like a second or two is a really long time on a phone call. I think we all have experienced this where it's like you say something and it's like 2 or 3 seconds. That feels like an eternity. So the latency coming down is a massively key factor in the ability to have patients be like, this is helpful, not weird.

Do you mean latency time to question and answer?

100%. Yes. Yes. Yeah, absolutely critical. Absolutely critical. Great question. Yes. What company do you use? Uh, great question. We talk about after the, talk about it after the, uh, we'll talk about after the talk. So, um, great question. Any other questions? These are good questions. All right, cool. So, um, yes, they're using at this time, uh, for your answer, your problems, are they also chatbotting the, uh, your website? It's a great question. So Yeah. So the question is around, you know, can an AI agent, a call agent, then handle text and website inquiries, etc.? And the answer is yes. And it depends. Right. So there's a variety of different technologies and techniques available. What I have seen are right now, and this is changing fast, the, the agents that do individual tasks, no surprise, tend to be the best at doing that task. Right. So there can be kind of adding a couple of things sometimes as opposed to one thing. And my experience has been when it's one thing, it tends, just like you'd expect with anything in life, right? It tends to be good but not great at any of them uniquely. But when something is built specifically purpose-built for the task, it tends to be far better in terms of its ability to be implemented and its ability to actually do what you want it to do and be happy with. So I expect to see a consolidation as time goes on, but right now I'm still seeing that the individual agents that do individual things, respond to an email, send a DM, answer the phones. They tend to work best when they have one item that they can focus on. Is that fair? Great question. Any other questions? All right. So AI agents, we like to think of this as kind of your virtual front desk. So this is, I don't know, you know, a mockup healthcare practice, MVMT Health, but it's really about answering inbound calls and doing follow-ups. This slide is actually already a little bit dated, and, and here's why. I'll describe this is I have experienced and seen AI agents being able to do some really, really cool tasks, which is answering inbound phones. And I'll be direct with you, that tends to be the most sensitive in many chiropractic practices. Like, and I always encourage individuals, hey, if you're comfortable and confident with your team's ability to answer the phones during business hours during the day, keep doing that. This doesn't need to— here's the beautiful part— this doesn't need to be one or the other. You could use an AI agent off-hours only but still have your phones answered by humans during the normal business day. The other thing I think is really important to highlight, and where I'm going with this, is it's not only about inbound. We talked about speed to lead and the importance if you're spending thousands of dollars on paid ads, thousands of dollars on ad management each and every month, Man, every one of those opportunities is really, really important. That's a lot of money. So think about just bumping up your ability to connect and schedule individuals by 2%, 5%, 10% a month. That's meaningful. So what I've seen now is outbound agents, the ability to call leads 24/7, 365 within 1 minute of the lead coming in. That is massively impactful for the businesses and practices that are spending thousands of dollars a month on paid ads. And that's their main driver of new patients aside from referrals. So an outbound agent is something that we've recently seen become a really, really impactful and important part of a chiropractic practice. I'll give a couple other examples. Anybody here do any personal injury work? Cool. Like probably half the room. So following up on LOPs, you know, following up, you know, keeping your operational cash flow good. Often, you know, we can see sometimes I'm not saying anybody's practicing here, but your team's following up with the attorneys to see if the case is settled. And sometimes it can be weeks or maybe a couple months pass before that's followed up on. And then they're, "Oh yeah, that settled a few months ago. Let me get that check over to you." Well, if you can have an outbound agent calling to check on your LOPs each and every week, now you're getting better throughput of cash flow through your practice. That's a really good thing. Letter of protection, like if you're doing personal injury work, a lien, so to speak, a lien. So an attorney-based follow-up agent, a really nice part, and I can tell you in most cases, most of the time, those aren't the number one calls your team loves making. You know, follow up on these 50 liens we have. Oh man, like, and to do that each and every week is, that's hard work, and that's a lot of expense and time for you to pay somebody to do that, where you could have an agent doing that behind the scenes and banging it out in less than an hour and following up on all of them and getting the reports back as well, telling you what was the result of that so you can better manage the cash flow moving through your practice. Additionally, you can have agents that help with some of your reactivation strategies. Who here does patient recalls? Cool. How often do you, like, how do you do 'em? Like, is it every 3 months, every 6 months? How do you? I'll pick on you, Doc. What, how do you, how do you do it? We kind of separate it into recalls and reactivations.

Reactivation, someone has been in the clinic for 3 months or more. Yep. We do that probably every other week, but just kind of touchpoint it. Yep. And then recalls is just if a patient leaves the clinic without scheduling an appointment.

Yep. Great. From this— yeah. How many of those on our typical reactivation day in your practice, how many outbound calls are going on? Roughly? 10. 10. Great. Great. So 10 reactivation calls on a typical reactivation day. So there's an opportunity, I'm going to say, to go deeper if you want, clearly, and to be able to reach more people because I'm sure that the challenge is the limitation of time, right? Which is ultimately where this comes down to. We are all limited by the— I'm going to say the number one asset we all have, which is time. Right? If you've heard me, my podcast, like time and gravity are undefeated, right? There's no doubt about that. So the ability to have time be our ally is where AI can really take a step forward. I got Dr. Josh Sattely over here.

How's it going? I recently had an interesting experience with this. My mother-in-law, who's 84, got hospitalized and she got discharged and they do a 24-hour follow-up and they specifically ask them, have you filled your prescription? Have you done this? Have you done that? And then they call follow-up 3 days later. It was an AI call and she said it was the first AI call she's ever received. And she said, you know, I know the doctor and the nurses are busy, and I just appreciate that they checked in on me. And I was like, what a combination of worlds there, 84 years old and getting an AI follow-up call. But I think how many people got discharged from that hospital is more than 10 a day. You know, I'm like, how are we going to possibly make all those calls?

Thanks, Josh. Yeah, I could not agree more. Again, I'm stressing this because for many people, AI is a new conversation, or dare I say, Some people are like, I am trying to actively avoid that at all costs. Anybody in that camp? So I want to stress the point that this is about enabling your practice to actually be more human, not to be a, a robotic bot, right? That's not what this is about when done at its best. So thanks for that example, Josh. I couldn't agree more. So AI can reduce admin work by up to 40%. So that's like just really, really ma— really, really massive. So, What happens when a patient, you know, calls in a traditional practice? Voicemail, lost lead, no follow-up. In an AI-enabled practice, you know, things can be answered instantly, questions handled, and then reports generated. So often a question that might come up is like, okay, well, how do you know what's happening in that case, right? So a great AI system will enable you to get a report telling you who was reached out to, when were they reached. This is like the best— the reporting when done correctly is far better than you'll ever receive anywhere else. Who was reached out to? When were they reached out to? What happened? What's the next action step? What was the sentiment of that call? That enables your team then for, let's say, 100 outbound calls to be able to look through and say, now these 5 need follow-ups directly from me. That creates tremendous efficiency in the practice as opposed to the brute force of doing all of those calls, some which might hit voicemail, some might, I'm not interested, whatever the case may be. This enables your team to be laser-focused on those individuals that are the most interested in whatever that call was about. And reporting enables that to happen at an extremely detailed and extremely high level. So inbound new patient calls, paid ad lead follow-up, as we discussed, patient reactivations, lean and LOP follow-up. Really, you can be as creative as you want, which is the wonderful part, because all true AI agents can be built to suit what do you want? How do you want it to show up? What's the information that it's powered with to answer the questions? Could be your website, could be whatever it might be for you. So up to 70% of calls go to voicemail after hours, especially if you don't have any after-hour answering. So your AI call agent should not feel like it's a phone tree from 1995. So does anybody want to see the most risky thing I have ever done, ever standing in front of the room? Which is a live demo of hearing one in action. This is a weak response. This is not giving me confidence right now. Does anybody want to hear a live demo? All right. All right. All right. So I'm going to call an example number right now just so you can hear the latency. You can see how it works, and we'll see how this goes together.

Hello, this is Velo Chiropractic Clinic. How can I help you today?

Hey, my name is Jeff and I'm interested in scheduling a new patient visit.

Great, thanks Jeff. Could I get the best phone number to reach you?

Sure, 813-382-4114.

Thanks Jeff. Our office hours are Monday through Friday, 9 AM to 5 PM. Is there a particular day and time that works best for you to come in?

Well, before I schedule, do you, uh, do chiropractic adjustments for like low back pain?

Yeah, so the doctor can definitely talk with you about care for low back pain and see if adjustments are right for you. Is there a day and time between Monday and Friday, 9 to 5, that you'd prefer to come in?

Do you have a Tuesday morning at 11:30?

All right, Jeff, your Tuesday morning slot at 11:30 has been reserved. Someone from our staff will give you a call within the next 24 hours to confirm your appointment. Do you have any other questions or anything else you'd like to know?

No, I appreciate your help. Thank you so much.

Thank you for calling Bello Chiropractic Clinic. Have a great day.

All right, there we go. Did that sound better than you thought? I'm actually interested in an honest opinion on that. Did that sound better than you anticipated? So that female voice, it can be whatever you want it to be. This is the wild and crazy part. That could be a male, that could be somebody higher energy, lower energy, more funny, more professional. I like a casual tone. So that's the— that's where we go. And you can tell even behind the scenes, we have a little bit of office noise that we've built in behind the scenes where it's like, oh, okay, they're doing something here, right? So, you know, it's pretty wild. A couple months ago, I can tell you that did not sound like that. But as time has gone on and you can see the latency, in my opinion, was dramatically minimal. Dramatically minimal. Now, I did not put it through its paces in terms of asking massively complex questions, but you can see that sounded, in my opinion, pretty good. And that's where I talk about AI enabling you and your team to focus on the human connection, what only you can do, and allowing it, your AI agents, to do those tasks that enable just the process to get started. So, you know, practices that use AI calling, this again from Gartner, you know, see a 2 to 3% increase in, 2 to 3, excuse me, X increase in scheduled patients over time, over time. It's not something you're gonna like day trade and look at like every single day. You wanna look at this over the course of months, right? Because this is cumulative over time. So patients care about speed, not staffing quite often. Minimal to no hold time, immediate answers, clear next steps and instant confirmation. You can see right there before we hung up, there was the next steps delivered. And I'd encourage you, whether you have a team doing this or AI doing it, just audit, audit your ability to answer calls, audit this when you show up to your practice on Monday, 'cause it's really, really important. Clarity is critical with your patient communication. And if I don't know what's gonna happen next, that leaves ambiguity, and that's not a great patient experience. So I'd encourage you even to audit your current call scripting frameworks, however you wanna define it, to ensure before that call is hung up for nearly everything, the next step is laid out. That's just a great patient experience. And sometimes those are things that can drift or go by the wayside as training ages, so to speak, with your team. So next steps, absolutely critical. And 80% of patients, again, Garner quote here, prefer quick answers over long— anybody prefer long hold times? Who's the 20% that prefer long hold times? I don't know. That's a whole nother story. I don't know about that. So, so this could be massively meaningful and your team can get their time back. Fewer interruptions, less phone stress, better in-office experience, more focus on patients. And responding within 1 minute increased conversion by up to 20%. In the practice that I owned, we never had a human being answer the phone. Now, I'm kind of a technologist, so I kind of go ham on this kind of stuff. But we, we never had a human being answer the phone. When we had a human being follow up, it was because they already knew. It's like the old attorney joke. You never ask a question if you're an attorney. You never ask a question you don't know the answer to. So we would only have our team follow up with individuals that we already knew what was going on because the AI was able to sift through and sort through. So we had no more, hey, do you need any tree? You know, do you need your trees trimmed? Do you need a new roof? All of that was handled and sorted out by AI. So it enabled my team to be able to follow up call when they knew John Smith wants to come in on Tuesday and he's looking for better human performance. He has low back pain, his kid hasn't— great, now we can make that directed follow-up call to either confirm that appointment or ensure that that person's taken care of. And it just enabled a tremendous amount of efficiency in the practice because we're able to kind of pre-sort things by using the AI. Does that make sense? Cool. So where are you losing the most opportunities? So I'll encourage you not only to audit your current frameworks, but I'd encourage you to take a look if you can, behind the scenes. Take a look at your phone system and see how many calls are we getting. Take a look at the last 30 days and see how many calls did we miss? How many opportunities to connect did we miss? Maybe not only for new patients, but for your existing patients calling with questions. I've updated my insurance. I want to refer my friend, whatever the case may be. And if that information is unavailable to you, that is already a stop sign that the system is not working very well. Like, if you are unable to identify in your current phone system how many calls you are currently missing each month, man, talk about leakage. That is just massive leakage in your practice that doesn't need to be there. So I'd highly encourage everybody to do an audit because it ultimately enables you to have the data to make the best decision possible for you and your practice. So AI call agents, they do not, you know, create demand for your practice. What they do is they maximize and recover the demand that's already coming in. And for most of us, we're doing many things— paid advertising, social content, whatever it might be— to create demand in our community. So, man, it just crushes my heart and soul to think about people calling your practice for help and not getting the answer that they need and maybe going somewhere else that might not even be a chiropractor and not getting the care that only you can deliver. And to me, that is when AI is working its best, when it enables you to do that. So, you know, start where the money already is. The easiest wins come from the conversations you're already missing. Inbound, you know, nights and weekends. Outbound, those paid ad leads. And reactivations, your lowest cost growth strategy bar none. Reactivations, your lowest cost growth strategy bar none. By using AI, it gets you to be the human doctor you are and leverage technology to enable you to connect with people heart to heart, knee to knee in your practice. So if you automate nothing else, I'm going to encourage you to explore at least one of those as an opportunity to be able to help more people in your community. Everybody doing good? Cool. So can we transition to video now? Yes, Doc, right here. What about AI after hours? Using the texting system where, hey, we missed your phone call. You know, the text goes out, Jeff Langmaid, we missed your phone call. Sorry, we're a little busy right now. I'm after hours to connect with you or whatever. And you still can communicate via the text versus an AI. I love it. I love it. My answer to you would be both, right? That, that, that's the best service, right? So ultimately the question was around what about using text for an inbound call after hours? I'm a massive text fan, especially for timeliness. I always think text equals transaction. You know, email is relational, as I like to say. Text is transactional. So a text, if somebody's calling after hours, a text to let them know, and potentially I'll go one step further. I would say the best text would be the agent answers the call, takes care of the issue, and then the text follows up reiterating the next step. That was said on the call. That's just like, like, imagine if you had that happen. Like, you're like, this, this place would be— you'd be like, this is the best place ever. Like, I know exactly what's going on, they handled my stuff immediately, and I know what's happening next. And I think sometimes I'll take a little bit of a step to the side, so to speak, which is, you know, people, especially new patients— like, I, I say this like somewhat timidly, but it's like, if somebody walks into a chiropractic practice they're kind of weird. Like 15% of the world sees a chiropractor. So by definition, they're the anomaly. They're going against the grain. Now we hope that that's not the case eventually, but the bottom line is that can be intimidating and scary. I don't know what's going on over there. We've all had this happen when we've gone to another business or another doctor. You're like, I don't know what's going on. I'm a little anxious, especially people that are in pain. Like, that's scary. What am I doing? What's this person gonna do? They have good reviews. Maybe my friend referred me, so I kind of have some trust there. I've seen them online, but I'm still a little unsure of exactly what's gonna happen. I like to do everything I can to reduce that friction, to increase the comfort level somebody has before they walk through, so then I and my team can spend the time connecting with them once they walk through that threshold. And when AI is doing its best work, it enables that to happen at a more efficient and effective way than you can, quite frankly, through any amount of team. So I hope that would answer your question. So, um, so let's— oh yes, yeah, yeah, please. So when you are, for example, using the AI answer phone, we're at availability at such and such, are you, are you allowing AI to integrate with for, um, EHR? The answer is it depends. Uh, concern for me, because if AI is saying I'm available at 9:00 AM, or if he does it in the older area. Yeah, so the question is around EHR integration. Depends on the system is the answer. I— my personal take on this right now, very directly, is I like the appointment request because it, it enables you to control that process. I have seen a tremendously high error rate when it directly connects to an EHR because of the dynamics of that. So I'm a big appointment request fan because once that appointment request is taken, that stops the process of that person searching for a doc. And then I— that's where I like, we're gonna follow up within the next 24 hours, as you heard on the example. That's the process I recommend because that enables you to control it. And most people, If you have to call and reschedule, oh, we don't have 9:00 AM available, can you do 10:00? That's an easy conversation to have, and they've stopped searching for a doc, which is the most important thing. So, I think it will get there eventually. That's a great question, and I would recommend against direct EHR integration in most cases, most of the time, but there are some systems, again, this is evolving literally day by day right now, so it's clearly gonna go there as time goes on. So let's talk video. So I'm gonna totally switch gears. So this talk is basically two items around communication, call agents and video. I'm gonna check my time. We're gonna have to move pretty fast through the video component. This is one that I really love. So this is also something that many people think is super weird. Has anybody seen AI-created video? Has anybody seen bad AI-created video? Has anybody seen good AI-created video? Couple of hands. Okay, so many more bad than good, right? Spoiler alert, this is changing by the day as well. So this is a rapidly evolving piece of technology. And let's, let's, let's dive in and take a look. So myself and my business partner Jason, who's in the back, you know, we talk about teach and invite consistently. And this is a tenet that we have. And I would encourage you as a takeaway message, in every single thing that you do in your practice, think about it through the lens of teach and invite consistently. What is that? Teach, educate, inspire, engage. Whether it's written form, whether it's video, whether it— however you— whether it's a blog post, whatever it might be. Educate, inspire, engage, invite. That's your call to action. What do you want the person to do next? That's the invitation. Gary Vaynerchuk, who spoke yesterday, would call this jab, jab, jab, right hook. We like to call it teach and invite in a healthcare framework. Teach, educate, inspire, engage, invite, that's your call to action. What would you like that person to do next? Comment down below, schedule an appointment, whatever it might be. Make sure that you have an invitation. It's a good thing to do, not a bad thing. And to do it consistently. Has anybody ever had difficulty staying consistent with their content creation? All right, I thought it might be nobody. That's the hardest thing, right? And we know that that's the key to success because just like working out, eating right, and getting adjusted, consistency is what's necessary for the best results. But often content production can be really burdensome, especially in a practice that is busy. And probably nobody has ever had this happen. You do a bunch of marketing, you get busy, you do less marketing, you get less busy, you do a bunch of marketing, you get busy. You know, it's like this is the roller coaster of the professional chiropractor. But AI tools are enabling that roller coaster to become a lot more linear, enabling you to get your message out at scale, bigger, farther, and faster than being able to stand in front of a camera every single day, which in most cases, most of the time is not most chiropractors' idea of a good time. Who here loves shooting video? Literally zero. Okay, point. So, So let's dive in. So the other thing that's really, really important to keep in mind is with video, this also enables you— I'm going to give some examples of how you can use things like this as well. Video enables you to have consistency of messaging. So explanation, just like the phones, explanations of things can vary by staff. So if you have part of your 1 or 2-day process for a new patient, whatever it is for you, and things are absolutely repetitious, That's a great place to insert video. Maybe that video goes in an email to a new patient. Maybe that video goes on your social channels. You can choose where you want to post it and where you want to place it, but it enables you to have the accuracy with the messaging. So anything that's repetition, repetition, that's a great opportunity to use something like AI video. Education time can get rushed— rushed, excuse me. Repetition burns time and consistency, as we have seen with the hands breaks down over time. So at its best, AI video allows you to amplify your message, be more consistent with your messaging, and teach and invite the people in your community at the highest level possible. And we started this with— I asked the question, why do you become a chiropractor? And the consensus was to help people. My answer to that was the tools we're going to reference today, including this one, enable you to help more people. By being that human, being connected, and enabling the tools to do the consistency and volume necessary for you to do your best work in your practice. So, so this is an example of an AI video right here. So you can see, you know, does anybody see that Instagram thing of Will Smith, like the AI thing with Will Smith? Like it showed like what it, what it was. I wish I had that example on here in hindsight. So they showed like what AI video of Will Smith was like 5 years ago, just like a little Will Smith. It was like 5 years ago. I think it's e-pasta or something like that. And it's like the 5-year one, it looks so bad. Like it's like hard to tell it's even Will Smith. And then it advances each year, like the same clip is redone. And the one that was like the newest one, you're like, oh, that's Will Smith in a movie. No, it's not. And that's like, it's kind of weird and scary. I totally get when people are like, it's a little weird and scary. But the bottom line is you can see even with this, this would have been like George Lucas's dream, like, you know, 10 years ago, 20 years ago, the ability to have the quality of what we have today at fractional cost is just massive. It's just massive. So short video outperforms everything. Uh, who here shoots short-form video? Maybe not consistently. But every once in a while in their practice, like a reel or a YouTube video or something like that. Cool. Couple, couple docs. Short-form video. Who saw Gary's talk? Gary Vee's talk yesterday? Anyway, cool. So, so you probably understand the importance of content production and the importance of video. You're just not doing it yet. That's why this is perfect, because it enables you to be more consistent and get your message out there. Especially I used to have this talk about, about shooting video. And I had like the Five Commandments of video and I don't have them off top of my head. I owe them. But it's like, and this might sound somewhat familiar, everybody thinks they sound weird, everybody thinks they look weird. Nobody wants zero views. Like, you know, it's just like the normal thing. Like that's a totally normal part. So what AI video enables you to do is do things a heck of a lot easier without all that self-stress and self-critical nature. I used to give that talk and say, just get on with it, which is Part of it, it's a skill being on video, but man, technology tools have enabled us actually to be able to do it at scale without having to go through 2 years of abject pain trying to do it. So many video tools will enable you to actually take a picture of yourself and then create a digital twin. Now, the, the best way to do it is when you upload a one short video of yourself. And create a digital twin. Why? Because that's more context, right? It's going to look better. It's going to look more natural. So video improves message retention by 83%. Yeah, I'm a little biased, but I'm a big fan of video. It's kind of what I do in terms of what I put out online. But it's a really key aspect in building trust. And again, from repeating yourself to scaling your best explanation, AI video allows you ultimately to have the best message with the best tone, with the best clarity delivered time and time again. So let's do— maybe I'll go to the next slide. We'll— so AI video, I want to be clear, it's not a fake. And this might actually give us an example right here. So an AI video should be your likeness and your words, your messaging. Delivered faster and cheaper than having to do all of the work endlessly. And again, not to mention the pain of going through that. So we'll see. This might actually be a specific example with audio right here. So we'll see what we got.

Pain is the number one cause of disability worldwide, and the best way to treat it may surprise you. I'm Dr. Aaron with Movement Chiropractic. And if you struggle with back pain, you know how much it can lead to fear with your life. Major mammal organizations like the American College of Physicians, Mayo Clinic, and Harvard Health now recommend chiropractic care as a first-line treatment for back pain before medications or surgery. Here's why. Movement-based care like spinal adjustments, stretching, and exercise not only provides fast relief, it also helps prevent future flare-ups. And unlike drugs, It comes without dangerous side, affects the days of reaching for pain meds first or over. If you're looking for a natural, proven way to alleviate back pain and get back to doing what you love, call our office today to schedule your evaluation. Perfect? No. Pretty good?

Yes. In 2 months? Ideal. So this is an avatar speaking about a topic. Well, the question might be, well, what topic? Anything you want. So this is an example of a low back pain promotional message, but you can do human performance, you can do inspiration, you can do anything that you want. And we'll take a moment here and I just wanna highlight, I think, a good exercise. Has anybody heard of the AIDA framework? Attention, desire, interest, and action. I'd encourage you to write that down, especially when you think about content production. ADIA. It's a really, really great framework to, to mirror and match with teach and invite consistently. Attention, desire, interest, action. That's what I, how I recommend actually producing content. Attention. What's the headline? Desire. How are you explaining something? Teaching, building desire. Interest, generating interest. And action. What's that call to action at the end? A really nice framework to think about your content production, whether AI-related or not AI-related. It enables you to be more efficient and to be more effective with how you're connecting with individuals. So where does video— AI video work best? Social media Shorts and Reels. I think I took the poll and like everybody's like, yeah, I'm not producing as much as I'd like to. I know I'm not getting out there as much as I'd like to. I don't really love shooting video. So this enables you to get out at a higher frequency. During new patient onboarding, I'm a massive fan of setting the right expectations and agreements upfront when a new patient walks through. So having videos, not necessarily they need to like sit and watch in your practice, but you can send it to 'em via text, send it through 'em through email. And that's a great way to again, improve your patient experience. Promoting high revenue niches. If you've recently added on one of the wonderful tools that we see inside the expo hall, Shockwave, spinal decompression, laser. Do not forget that if you've added that on and you've been in practice, I'm going to say 5 years, nobody from 5 years ago to today who already knows you knows that you brought that into your practice. So utilizing video, enabling you to say exactly what you want, how you want, without the time, expense, or pain of having to shoot all the video yourself. And this is going to advance tremendously over the next few months. 72% of patients trust video more than text. Another Gartner quote there. Very interesting. I'm a big text guy as well. I like writing blogs and articles, but video transcends and builds trust faster. They get to see you, they get to hear from you and understand how you view health. So if it takes longer than 90 seconds, you're losing attention. Short-form video specifically I'm referencing here. Short-form video, your Reels and Stories. Really, clarity is what beats length. Simplicity beats perfection. This is not meant to be— often with your reels and things like that, hit one point and move on. Have a teaching point, make your invitation, and do it again with the consistency component. Sometimes docs, when they start shooting content, things can become a little robust a little quick, and you get the tendency to want to teach everything you ever known. In just that single moment. Attention spans are short. That's not a bad thing. We don't need to stress about that. This enables you to be just more directive. And here's the beautiful part. With AI video, to be clear, here's how it works. You would take a picture or a short video. The AI— that's AI me, by the way. I think it looks pretty good, pretty accurate in terms of what I look like. That's at my home studio. So ultimately, You create a digital twin of yourself, then you write a script of what you want it to say. You put the script in, you hit the generate button, and it gives you the video of you saying that script. That's literally how it works. So teach and invite consistently and ADA are a great framework to think about your scripting. And you can play— who here has played with ChatGPT in their life? Great. Any Grok fans? Claude fans? Anthropic? So many people have played with this and toyed with it, right? So the easiest way and easiest starting point I'd recommend is think about the topics that you're like super passionate about and want everybody in your community to know about. Hop over to ChatGPT, type in, you know, and just type, to be clear, type what you want. I am a chiropractor and my name is blank. I am at practice blank. I would like to create a 90-second video Talking about blank that inspires people. And I'd like to use a framework of attention, desire, interest, and action in a way that teaches and invites. It's going to give you back something pretty cool. I can guarantee you that. Then you just edit it, drop it in, and it gives you the ability to have that content in minutes instead of— again, I'll say the pain of shooting a video. Yes, stock. Suggested AI tools. Yeah, I'll talk afterward. Technically, when I'm up here, I'm not supposed to say one thing or the other. So happy to answer your question offline. So, but yes, there are, there's a variety of AI video tools out there. Some are definitively better than others, and they're advancing each and every day as well. So, and let me be clear, when we're talking AI agents and AI video, you might look up some things and be like, oh, that's not very good. Yeah, it's— everything's out there. There's like not good, kind of good, really good. So don't throw the baby out with the bathwater, as they say, and look up one thing and be like, ah, no. Like, take a look. Take a look around. There's a variety of tools out there. Yes. Portrait or landscape? Portrait or landscape? Great question. If you are shooting Reels and Stories, then you want to do portrait. If you're shooting technically for a YouTube long form or your website, often it will be landscape, but specifically for short-form video, you're going to want to look towards that portrait, that vertical orientation. This one's horizontal, of course. So, all right, we have just a few minutes left, so I'm going to move through some material if that's cool with everybody. So, um, so write a 60-second— my challenge to you, I was going to hopefully we were going to have time to do this live, but we're not today. Uh, write a 60-second, uh, video. So what's one common question, one clear step, one next step Many viewers decide whether to continue to watch within 5 seconds of a video starting. So that initial hook is really, really important. I think I might have a slide, but I'm going to say it right now just in case we're going to run out of time here. I'm a big fan of— so I'm going to— I'm giving a lot of frameworks here today, but I'm a big fan of headline, introduction, teaching moment, call to action. This is similar to what we discussed. So, Doc, I'll— again, I'm going to do like the speaker nervous thing right now, which could go south. Give me just a topic. Doing your exercises. Doing your exercises. Okay, great. So the importance of exercise in overall health. So an example of that, and I'm just spitballing right now, but here's what that would look like if I was doing it. I would say exercise is the number one important thing for you to get the best results our practice. I'm Dr. Jeff Langmaid with Parker Seminars, and many people don't know that exercise is critically important to getting the best results, not only when you're visiting a chiropractor, but you're— for your overall health and wellness. Exercise enables you to do bip-a-dip-a-dip-a-dip-a-dip, and that's why we encourage everybody coming into our practice to ensure that they do their exercises at home so they get the best results as quickly as possible and the best long-term gains. If you would like to learn more about how we incorporate exercise into the care that we deliver, you can visit us at blah blah blah website and call us at 123456789. That's an example of a shrink. Yeah, I've done it a few times. So, um, that's an example of like a short-form video where you could see I had a headline that got attention. Oh, it's the number one thing. You want to be true with all of this. I, I, you know, I was just, you know, again, just playing with it. So you want to make sure, you know, clearly this is not about bait and switch. So a headline that gets attention. Number one important thing, I'm paying attention. Then I introduced myself. I'm Dr. Jeff Langmaid at Parker Seminars. Then I had a teaching moment, right? Here's why that's important. Bam, bam, bam. Many people don't know this. And if you'd like to learn more, connect with us at— that's my invitation or call to action, right? So you can start to see, I think, how this is coming together. And the beautiful part is when you use AI video, it enables you to do this again at scale. Scale without having to shoot each and every video yourself. So really, really impactful, really, really important. I'm going to check my time here as we're going to come upon it. So we've got a couple more minutes left. I might siphon through one or two of the examples right now just to leave a minute or two on the back end for any additional questions. So teach and invite. Okay, it was the next slide. Teach and invite consistently. Bold headline. Introduce yourself. Teach and invite. Teach and invite. There's no selling necessary if you're actually just using these frameworks, right? You don't have to feel like you're hawking goods. You're actually doing what you are best at as a chiropractor, connecting with people, educating them about how to live their best life, and about how the services you provide can ultimately help those people along their journey. My business partner Jason and I, we have a saying is, you know, it, it being the best chiropractor, it's about guiding your patients on their journey to better health. It does not need to be about you selling yourself. I always say this is about positioning, not pitching. Positioning yourself, not pitching your services. And when we are positioning ourselves, we're doing that based upon where the other person is. I think about this almost physically, like a sport, like sports. Like if you're, you know, positions on a basketball court or football field, it's like, well, how do you determine where? You determine where based upon where the other person is. The same thing holds true in your practice. People are coming in with all different knowledge levels, all different expectations, all different challenges. And the best thing you can do, in my opinion, is continue to put out the great information that only you can to help position how you help them. And when you're guiding more people in your community on their journey to better health, the revenue and the business aspects of practice take care of themselves. I know it's easier said than done, But the example that we all know, which is the truth, if nobody in your town knew who you were or what you did, it'd be difficult to get a new patient. If every person in town, every single person knew exactly who you were, what you did, how you can help them, you'd never want for a new patient again. Often we're somewhere in between. But anything that you can do to get your message out there at scale, anything you can do to free up you and your team's time so that you can connect knee to knee, heart to heart with the human beings that come into your practice, is a good thing in my opinion. And the tools out there are enabling us to do that at a far better, far higher level than ever before. Education builds consistency or builds trust and consistency builds scale. So integrated communication systems, whether it's video, whether it's audio, can really reduce practice leakage by a really, really, really thick percent. Automation can increase scheduling completion by up to 60%. What's it going to be in your practice? I don't know, but I can almost guarantee it's more than 0%, as everybody I think can see now. So, uh, so you might be scared by AI, you might be intimidated, you might be learning, maybe you're in the implementing phase. I think there's probably only a few people that are in the optimization phase right now, but my challenge to everybody here would be implement one new system this month, no matter what that is. Play with it a little bit. Have some fun. Understand that today it might not be perfect, but every day it's getting better. And when you're at your best, it gives you the opportunity to connect with people, to make an impact, and to do what only you can do, which is show up, get your hands on individuals, and help them live a better life. I'm going to be at the Chusa booth answering questions if anybody has questions for the next half hour. Thank you so much. Have an awesome day. And I appreciate you, thank you for being a ChiroBiker. Thank you so much for watching this video on the Evidence Based Chiropractor channel. If you don't wanna miss a single thing, please subscribe to our YouTube channel so you can get notifications of every video we put out, and we put out new content each and every week, so be sure to subscribe today.