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Dunes Eye Consultants is on the verge of adopting AI technology to help streamline patient scheduling tasks. Practice owner Steven Ferguson, OD, plans to launch his first AI integration in January, with more to follow encompassing intake, education and insurance verification processes.



Steven Ferguson, OD



“We’re developing custom applications combining best-in-class large language models (LLMs) to optimize user experience, ensure security and guardrail for accuracy,” Dr. Ferguson said. “I have confidence our processes will become significantly more efficient as we integrate AI.

“We’re not yet promoting broad introduction in the use of AI to patients; however, we have test marketed a subset of patients with pilot demos receiving very positive feedback,” he said.

He plans to involve key staff in the development and training of AI agents; he said his staff is aware that AI technology will help reduce the burden of routine tasks, helping enhance their job performance and increase productivity.





“With staff involved in AI development, it ensures they are up to speed and will take ownership in constant improvement as they are helping to mold the AI agent to meet best-practices focus,” said Dr. Ferguson.

“We will train custom agents on increasingly complex elements of our administrative burden over the next 6 to 12 months and layer functions with controlled guidelines,” he said. “Taking part in development of the agents has thus far created a positive staff experience.

“If responsibly applied, I have trouble seeing any downside, as long as we stay attuned to users’ comfort with the agent and trust in their task outcomes,” he said.

- Stefani Kim, Senior Editor, Lenses & Technology