Client success story | Dr. Oakley Smith
AI in his practice's voice.
A Toronto rhinoplasty practice let AI answer its Instagram messages.
Standards shaped by medicine and by art.
Ten years as chief of otolaryngology at Toronto East General Hospital.
Sculptor and painter.
Dr. Oakley Smith is one of Canada's leading rhinoplasty surgeons, in practice for more than 30 years. His standards are high, and the AI answering prospective patients had to meet them. Attainment built his team an Instagram AI agent and enhanced his consultation request form. He was among the first in Canadian cosmetic surgery to put AI to work in his practice.
01 | Instagram AI agent
Answers routine patient questions on Instagram.
02 | Consultation request form
Gathers the right details for staff and doctor review.
Before
In cosmetic surgery, the first conversation often happens on Instagram. Patients see a surgeon's work there, and many start with a direct message. At this practice, most messages need no reply. The ones that do had to sound like him.
“Before using an AI agent, we would have to manually go through, look at the patient's comments and the pictures that would come in ... It was a bit clunky.”
01 | Instagram AI agent
The first reply had to sound like his practice
Standards shaped by medicine and by art.
Dr. Smith's standards come from more than 30 years in practice, ten years as chief of otolaryngology at Toronto East General Hospital, and a 2013 Distinguished Alumnus award from the University of Toronto's otolaryngology department. He is also a sculptor and painter. His practice speaks of craftsmanship and personalized care. He wanted the first exchange with a prospective patient to reflect that.
“[M]y biggest concern was the tone of the agent, that it would not reflect the attributes of my practice, which are professional, sophisticated, service-directed.”
The practice supplied its policies and sample answers. Attainment built the Instagram agent around them. Dr. Smith and his team reviewed five rounds of draft replies before it went live.
For routine questions, the agent explains his approach and what happens next. Questions that need a person go back to the practice. It does not give medical advice or promise a surgical result.
Dr. Oakley Smith Rhinoplasty
AI Assistant
Today
Does Doctor Smith do other procedures besides rhinoplasty?
Thanks for reaching out. Dr. Smith's practice is exclusively focused on rhinoplasty. That said, he does perform a select number of ancillary procedures, but only in the context of a rhinoplasty or for former patients of his practice. If you have something specific in mind, feel free to share and we can give you a more direct answer.
Sent automatically, practice-approved answer
I have a reference photo. Could Dr. Smith create that look?
Dr. Smith's approach is to create a result that is natural and balanced to your own features. If you have specific changes in mind, such as refining the tip or addressing a bump, a consultation is the place to discuss what may be achievable for you. Request a consultation
Explains his approach, promises no result
What the agent handles
On Instagram, the AI agent handles patient inquiries from start to finish, so his team no longer needs to write the replies. Patients get answers in the practice's voice, shaped around its policies and approach to care. His team gets that time back to focus on patients and the running of the practice.
Today
Would I be a good candidate?
Thanks for sharing this. Dr. Smith does not assess photos over Instagram, but you can share them securely with your consultation request, and he will look at them together with your goals. Request a consultation
Directed to the secure form
Routine questions
Answered from the practice's approved answers. Routine replies go out automatically. Unusual ones wait for the practice's approval.
Promotional and vendor messages
Left unanswered and flagged to the team.
Photos
Directed to the secure form, never assessed over Instagram.
The practice's own rules
Set by Dr. Smith and applied every time, such as a minimum age.
Feedback
When the team edits an unusual reply before approving it, or leaves feedback on any reply, we turn that into guidance. Once the guidance is approved, the agent uses it on similar questions.
“Well, there's less steps now than there were before. Probably 90% of inquiries are now automated in a way that I no longer have to be involved.”
02 | Consultation request form
The next question depends on the answer.
Dr. Smith already had a consultation request form. Attainment enhanced it in place, keeping his website, page address and existing SEO work.
It now asks for what each request needs, takes the photos securely, and sends it where the practice's rule says.
What the form does
Questions that follow the request
A revision, a primary rhinoplasty and a filler request each get their own questions. The next step depends on the answer.
Photos only when needed
A revision request must include a front and a profile photo. A first rhinoplasty for a woman in Ontario needs none and goes straight to the office.
Routing by the practice's rule
Straight to the office to book, or to Dr. Smith with the photos. The practice set the rule, not AI.
AI screening
Flags likely spam and sales pitches before they reach the team.
Dr. Oakley Smith Rhinoplasty
Book a consultation
Details
Photos
Gender
Breathing concerns
Your request
Change
Because you chose revision
Two photos are required.
Your photos
Both photos added
Your goals
When a request needs his review
Photos and goals together. Ready for his review.
Practice rules determine which requests go to the office and which need Dr. Smith's review. He sees the person's goals and photos together. When signed in, he downloads both photos in one click.
Dr. Smith makes the clinical decision to approve or decline these requests. After approval, the office manager gets a notice and arranges the visit.
What the portal does
Goals and photos together
One request page, with what the person wrote and both photos.
Both photos in one click
Download the full set when signed in.
Approve or decline
Dr. Smith makes the clinical decision.
Office manager notified
After approval, a notice goes out and the visit is arranged.
Sample patient
Revision rhinoplasty
Request received
Routed to Dr. Smith by practice rule
Awaiting his decision
Office manager books the visit
Patient's goals
I would like to discuss the shape of my nasal tip after a previous surgery.
Photo set ready
front.jpg, profile.jpg
Download when signed in.
Built with Dr. Smith's team
The practice
- Supplied its own voice rules and approved answers.
- Set the clinical and routing rules.
- Reviewed draft replies over five rounds until they sounded like the practice.
Attainment
- Built the Instagram AI agent.
- Enhanced his consultation request form with AI screening, secure photo upload and routing to the clinic.
- Built the practice portal.
- Built the safety checks around them.
Dr. Smith is an otolaryngologist practicing in facial plastic surgery of the nose, certified in otolaryngology-head and neck surgery by the Royal College of Physicians and Surgeons of Canada.
His advice to other practices
“If others are thinking about adopting and grafting AI into their practice, I would recommend that this be done sooner rather than later, that it is easier than you might think to implement.”
What would this look like in your practice?
AI agents that answer patient questions in your practice's voice, with a clear path from request to review and follow-up.
Request your custom AI demo