Beyond Note Taking: How to Use AI for Authentic Private Practice Marketing

JESSICA:

Welcome to Zanda Talks. I'm Jessica, the Chief Buzz Officer here at Zanda. I've been in marketing for about 15 years now, and for the past five years I've been focused specifically on the healthcare space. I genuinely love this field. I love watching the shifts and the trends, how audience behavior evolves — it changes every year — and what really captures their attention, builds trust, and things like that. But more than that, I love helping healthcare practices communicate the value of what they do.

So today, joining me is our co-founder, Damien, and we'll be covering "Beyond Note Taking: How to Use AI for Authentic Private Practice Marketing."

All right, before we get going, let me move over to our slide. Perfect. So today we're going to be covering all these things, one through nine. One of my favorites is really how to dial in your brand voice. How about you, Damien? Which one are you excited to talk about?

DAMIEN:

There are a few things I like here, but the bigger picture is that people often speak as a health practitioner and — you know, people are a little bit scared about using AI. They're not sure whether to use it or not, and no one likes AI slop.

So I'm looking forward to covering a bunch of these things. But the key takeaway is that you can use AI effectively without becoming part of the AI slop problem, or losing your brand voice. So I'm excited about a whole bunch of this stuff. It's an exciting topic for us to cover.

JESSICA:

Definitely. Okay, so let's move on. Let's get started.

DAMIEN:

Right, let's jump in. Just a quick starting point about why marketing isn't optional for practitioners anymore.

Historically, going way back, people would have a bunch of reliable referrers that would send them business, and marketing wasn't something people would think a lot about. Of course, having reliable referral sources is still super important, but marketing ties into that. We're also seeing, globally, that health — like it or not — is becoming more commercialized and more competitive. New people are entering the market, technology is evolving, and like anything else, health practices and health practitioners need to evolve with that. Part of that is becoming comfortable with marketing.

Part of our goal today is to approach marketing in a genuine way. We're not talking about slick salespeople — we're talking about the core features of marketing, and doing it authentically.

When we break it down, it's about developing awareness and trust. People need to know about you and hear from you, and that makes them more likely to feel comfortable using your services. Think about it yourself: if you're selecting someone to purchase any type of service from — whether it's health or otherwise — if you're aware of that company or person ahead of time and you have some sense of trust, if you know a little bit about who they are, you're more likely to select that service and use it.

It makes perfect sense. So marketing is really just about raising awareness and building trust.

People often go to this idea that it's all about sales, or pressure sales, or sales tactics. Actually, marketing is really about communicating, educating and engaging — letting people know that you're there and what you do, and helping them understand how you can help.

The other thing about marketing that's helpful, to dispel a myth: marketing isn't a one-off event. It's not something where you say, "I've done my marketing." In some ways it's a mindset, and a pattern of behaviors — a pattern of things that you do. So you can think about it like a continuous conversation with potential customers, or in our case in health, referral sources. It's a continuous conversation that builds over time and creates this idea of you and your brand.

Finally, there's no right or wrong way to do it. When we talk to health practitioners about marketing and about growing their practice, they often have an idea in their mind that they don't like, because it's often a negative one, or it's not true to them and doesn't feel authentic — and so they reject the whole idea. So I just want to say straight up, and it'll become more evident as we talk about it, that there's no one right or wrong way to go about this.

JESSICA:

Perfect. I love that. Okay, let's move on to the next slide.

All right — creating your brand impression. As you can see on the slide, we have to remember that people don't form an impression in one big moment. They form it in the small ones, when they encounter your practice: from your website, to how easy it is to book an appointment, to the tone of your emails, or how quickly someone hears back from your office. It's that simple.

Your brand isn't what you're saying. It's what people are experiencing, from the time they discover you.

Just a quick note — this reminds me of something in Damien's book: those simple, delicious chocolates waiting in the waiting room. Those are the moments people really do remember, and what makes it unique and memorable.

DAMIEN:

Would that be this book here, Jessica, as we do a shameless plug? *The Nine Secrets of a Successful Health Practice*. Is that the one you might be referring to?

JESSICA:

That is the one. Yes. How did that go with Amazon, by the way? Did that do well?

DAMIEN:

Amazing. Bestseller, by the way. Bestseller. Obviously, shameless plug. But yes, there are nine secrets to successful health practices, and it does have this very point in it. Sorry to interrupt, Jessica — I'll throw back to you.

JESSICA:

Oh, I love that. Those are awesome.

So a really quick thing: the question you want to ask yourself is, does the experience you're creating match the impression you want to leave with your patients?

Something practical you can take away today: walk through your practice as if you were a new patient. Start at Google, click on your website, try to book an appointment, read your confirmation email. Then ask yourself — is this clear? Is it welcoming? Does it match your overall goal?

From there, you don't need to fully rebrand your content. It's just fixing the communication piece by piece, so that it sounds like you and it's simpler for your audience. In the end, that's the input that creates the impression of your brand.

DAMIEN:

I like that point too. It's about that experience all the way through, isn't it — it needs to line up.

I've got a dentist I go to that I discovered through word of mouth. Their branding is amazing, but it's not just the aesthetics. They follow it through in every single element. When you walk in the door, the way they greet you is friendly. The way they explain the bill is friendly. Everything is consistent with the brand, and at no point do you feel sold to or marketed to. Really, really clever.

JESSICA:

Exactly. Very good. All right, I think we can jump on to the next one.

DAMIEN:

There we go. So, some marketing realities.

This raises the question of what it actually means when we talk about marketing. People can easily get overwhelmed. They naturally think about what they're not good at, what they're not comfortable with, where they're going to find the time, and so forth.

We've got a bunch of things on this slide: do I have to write blog articles? Do I have to get on social media? Do I have to be someone who's walking and talking to my phone like this? We've all seen those things — and there's nothing wrong with that if that's you, by the way, it's not a criticism. My point is, if that's not you, you don't need to do that. There are lots of different ways you can come at this.

It can be any of these things: website copy, having set-out plans, the way you respond to comments, educational videos, blog articles — a whole bunch of things.

Now, it is unavoidable that this takes some brain power, some energy, some time. And you might actually need help. That's okay too. It may not be something you feel comfortable doing, or you may not have the time to do it — but there is help available.

JESSICA:

That is true. And to piggyback on that really quick — a lot of people think, how can I make this sustainable? You're busy running your practice, training people, going session to session. But it's super simple.

Let me share a quick one-two-three: just a few practical shifts that will really help you manage all of this.

The first is shrinking the scope down. You don't need to be creating content daily. You really don't. You can if you want to, like Damien mentioned, but one thoughtful piece a week is what really builds momentum.

Second is reusing what you already have, or what you're already doing. That's the easiest one — common client questions. You hear them every day. Use those as content. They can become posts, videos, blogs, a tip inside your email newsletter, or even a referral email that you condense down into short educational content.

Third, systemize all of that. Block off three to four hours a month to batch those ideas, brainstorm, and think about what you're going to be talking about the following month. How I do it — and how a lot of us do it in marketing — is thinking a month ahead, not the current month, because that's when you end up rushing and your content just doesn't flow.

So those are great things to do to stay ahead of it, and you'll see it in your outcome. You'll see it completely.

And you don't want to step away from that. As you do your content, always be thinking and getting involved in it. Like Damien said, if you want to outsource it, go ahead — that's a great idea if you have the time and the funds for it. But also don't step away entirely, because you want to have that tone, that thinking and that direction from the very beginning, before it goes to that additional person who can refine it and distribute it, and take that load off your plate.

Marketing works when it's scheduled. When it's squeezed, it's just not going to work out. So that's my take on it.

DAMIEN:

Yeah, absolutely.

The other thing I'd add, as a practitioner — and I'm sure people can relate to this, it's just one of those weird things that happens — is that things seem to cluster. You end up seeing similar presentations that come together at the same time. You might get five referrals for similar things over the space of a month, or a couple of weeks. I don't know why it happens, but when I talk to practitioners it's not just me. It seems to happen — you end up having similar types of sessions, or saying similar sorts of things, at the same time.

I often take that as a cue for a content idea. And obviously done in a way where you're never going to breach confidentiality — you're not going to make it specific enough that someone could recognize it was related to them. But think of it as an inspiration, or a seed of an idea.

So if you notice those recurring themes, and you've been talking to patients about how to manage a particular type of injury, or prevent a certain injury, or deal with a certain relationship problem, or whatever it might be that you do in your practice — well, you've already done the work. You've got the idea. You can see there are multiple people experiencing it, and you've already been talking to people about how to manage it.

So it's a very small leap to turn that into content that's useful, engaging, and adds value. And you've already done part of the work. I think that's sometimes easier than sitting down and saying, "Okay, now I've got to think something up."

The other quick tip: I use my phone. I have endless lists. If I get an idea driving the car, I'll ask Siri to make a note of it. Often these things just pop up and then you forget about them later. So if you do that, you can end up with more content ideas — genuine, real, grounded in something you know about — than you know what to do with. And that makes life a lot easier.

JESSICA:

Very true. I think we can jump forward.

Perfect. Do you want to click it, or should I?

DAMIEN:

Oh, hang on — I think we both did it at the same time and went too far ahead.

JESSICA:

Okay, we have a preview of what's coming up.

DAMIEN:

Okay, so — AI to the rescue. Very quickly, this is where we're going to talk about this now.

AI can really fill in the marketing gaps. It can take a lot of that heavy lifting and assist with it. It can do lots of things: building content plans, super easily. As Jess was saying before, it can help you repurpose content. It can refine ideas. It can brainstorm.

It can also help — and this is one I use personally — it can help sense-check. Sometimes, because of the way my brain works, I can go down a tangent and think, "Oh, this is good." Sense-checking with AI can be great, because it'll say, "Well, yes, this element and this element are good, but no one's going to care about these things." AI will tell you straight, if you ask it to tell you straight. More on that later. It's very good as a sounding board.

The other thing: it can also check, if you ask it, that you're not straying into tricky legal or ethical territory. As practitioners, we need to be mindful of that. There might be some things we've got to be careful about — certain types of marketing, certain types of advertising, certain ways of getting reviews. There are different rules around the world about whether you can use different types of reviews, and so forth.

So AI can be really helpful with all those things. It's like having all these different departments available to you, to give you advice and guidance, and help build out those ideas.

JESSICA:

That's true. When used well, it doesn't just replace your voice — it actually sharpens your thinking. I use it that way; it helps sharpen my thoughts. Sometimes I have a ton just kind of wrapped up, like you mentioned. Get those out as notes, go back to them, and it will help you get content out.

A practical approach is to start with your own ideas. Use AI to refine your structure, clarify your positioning, or repurpose current material, like we were talking about — because it can be repurposed in multiple ways: social, email. You just need to be structurally specific and say, "This is going to be an email," or "This is for social — LinkedIn, X." They all have different purposes. You've got to be very specific about what you're asking, and that stronger input will give you even better results.

But that's what's cool about AI. It allows you to operate more like an editor-in-chief, if you want to put it that way — an editor-in-chief of your own ideas. It grabs it all together, and it doesn't just spit out generic content; it will make it sound more like you as you refine it.

DAMIEN:

Yeah, absolutely.

JESSICA:

All right, I'll move over to the next slide.

So let's dive into this one. AI is very powerful — but it can start to make you sound very generic. I will tell you that. I've learned that myself. You've got to be careful with it.

It will start to sound either super polished, or very vague, or just variations of that. That's something I've learned in my personal experience with AI. And when you work in content — content writers will tell you — a lot of content is starting to look the same and sound the same, because people are using AI and not refining it to their own tone.

So that's where your judgment really matters when you're creating content. Sometimes it over-explains. It adds filler language — additional adverbs and verbs and things you don't technically use. But it just sounds right, so you let it be. And that's what everyone is doing, and that's the generic content we're talking about — the AI slop that everyone gets wrapped up in. It just doesn't give you the output you want.

Overall, this is where your judgment comes into play and you become the expert on your own content. Read it back. Does this sound right? Do I need to tighten it? Can I reword this sentence here and there? Replacing those weak, generic phrases is where you become the expert — and adding real examples that you're hearing in your office, in your practice, with your patients and clients. Implementing that in your content is what really allows you to use AI to the max.

DAMIEN:

I think the philosophy here is important. The way I view it is that AI should help you better communicate — you, and your message — and help you say what you want to say.

It's not about volume. We all know AI can spit out endless amounts of generic AI slop that doesn't resonate with you. So it's got to start with you. This is where that authenticity comes in: what your ideas are, what you're passionate about, what key messages you want to put out into the world.

It's definitely not about creating volume — because who wants to read a generic volume of rubbish? And it's so easy, and we see it all the time, where people do that. What's the point?

So it's really about making your voice and your message communicated better and more efficiently. It's not, "Okay, we can just generate a whole bunch of stuff and put up a whole lot of random blog posts on a topic I don't really care about." You might temporarily feel good, but no one's going to read it, no one's going to care, and it's not going to improve the connection or relationship with you. It's not going to work effectively.

So make it about you. Make it about something you care about, and a message you want to put out into the world.

JESSICA:

Exactly. All right, let's move on to the next slide.

Okay, so let's dive into the brand, and really dialing in that voice.

AI will default to generic, like we've been talking about, if you don't guide it. It's just going to give you the generic AI slop we've been mentioning. Your voice doesn't automatically carry over — you need to remember that. When using AI, you have to be on top of it: shaping it, correcting it, challenging it. We're all learning. You have to constantly challenge it and let it know, "This isn't what I'm talking about." Even feed it and say, "This is the type of tone, this is the content that I want."

Something we recently learned — have you ever used the thumbs up and thumbs down when creating content? I just recently started using it and I've seen a shift in my content. So those are the little things to keep an eye on when you're working on your brand voice with AI.

And if you don't have much to dive into, or you can't think of any ideas — something I've learned, and that Damien has taught me, is to have AI interview you. Ask it to ask you questions. That will allow you to create the content even if you can't type it up. It's in your brain — just speak it into AI and you'll see the output you're looking for, if typing isn't resonating.

Just see it as your colleague. Explain how you work with your clients, what you see every day, what's frustrating you, what's frustrating them — so that you can create the content they care about and are looking for.

I think those are the key things when you're fine-tuning your voice. And overall, the most important thing is your style guide. It may not be something you have, or have written. At Zanda — or just myself personally — we've created a style guide that includes our tone. I think that's the biggest thing: when you give AI the key instructions for what you want to see, and then when you see something that doesn't seem right, remind it. Say, "Go back to my instructions." That will help overall.

And diving into that further: when it feels off, challenge it. We keep saying it — continue to challenge AI, because that's when you're going to get the content you're looking for, the content that resonates with you.

I think that's the biggest part of AI: teaching it to sound like you. It's your assistant, not the thing that leads your content. That's the big goal in the end. The magic really happens when you're reinforcing it and challenging it.

DAMIEN:

Yeah. And on this idea of your brand voice — if I sit down with someone and say, "What's your brand voice?" or "What's your personality?" as a practitioner, which is typically the scenario, nine times out of ten people say, "Well, I don't know, I don't really have one."

And that's understandable, because it's like going to someone in their own country and asking, "Do you have an accent?" They say, "Oh no, what are you talking about?" Because they're so immersed in it. They do have an accent, depending on perspective — but we have a lack of awareness of what it is.

So this interviewing idea — asking AI to interview you — will start to refine that. You absolutely will have a voice, and you will have a particular style. For example: are you authoritative in how you communicate, or are you collaborative? Are you coaching, or are you directive? AI will ask you a bunch of questions to help, and you'll find those questions quite easy to answer when they're framed like that. But if I asked you straight up, "Make sure you dial in your brand voice," most people would think, "I have no idea what that is."

So don't be afraid of that. That's fine. But this is where AI can help. In the past, if you wanted to hire a company to come in and refine your brand voice and your marketing voice — most of us wouldn't do it. It wouldn't be worth it. It'd be too expensive, out of reach. Now you can sit there and have a 15- or 30-minute conversation with AI.

And mind you, with a lot of the AI agents — if you're using ChatGPT, for instance — you can put it on voice mode, so you're having an actual conversation using your voice. You're more likely to give unfiltered, unedited views that way. When you type answers, I find it's fine, but you're editing while you type. It's just a habit we all have.

So if you can, use an app where you can use your voice to interact with the AI, and you'll actually get that style guide and figure out what you're all about. What's authentic to you? This is the stuff AI is amazing at.

To give you an idea — with Zanda, and I'm going to give you a little peek behind the curtain here — in our style guide, there are things we use when we're producing content. We write our own content, but we want AI to check it and refine it and help. So we'll say: some of our values are that we want our content to be positive, we want it to educate, to genuinely assist, to be efficient.

There are a whole bunch of other parameters in there. We want it to use accessible language. We want it to avoid jargon. And we have a whole bunch of things we know we could accidentally slip into when we're writing or drafting or preparing content in different ways. So by having a style guide, we can say, "Here's what we're producing, or about to produce. Make sure it's consistent with these values that we have as a brand."

That keeps us on track and ensures that, hopefully, we're delivering more value that way, and not slipping off into things that don't align. We're all about trying to help practitioners get the most out of their practice, get a good work-life balance, and be financially rewarded for working in the health space. So we want to do everything we can to help people reach those goals.

It can be really, really powerful — and it's not something we could easily do ourselves otherwise. I've talked enough about that. Sorry, Jess — I love this topic in particular.

Okay, tips for writing effectively with AI. We have touched on this a little already.

Your raw ideas are really important. This comes back to what happens if you start vague. If you said to AI, "Write me an article on three strategies to help prevent depression from recurring," or something like that, it will write you something, and on its own it's probably going to be reasonably okay. But it's not you. It's not your voice, it's not your ideas. There's not necessarily any edge you're bringing to it. It's not bringing any unique experience or personality.

So instead, start with your raw ideas. What's the angle you want to take? What do you feel? What do you actually care about on that topic? Start with that.

Second, give the AI context for editing and reviewing. What's the intended audience? What's the intended effect? If you know the education level of the intended audience — if you're writing for Year 10 students, let it know. If you're writing for a professional audience, let it know. Then it will pick up where your language or style is good or not so good, and help.

When you do those things, you're much more likely to get unique, high-quality content. So start specific, start with you, and let it flow through like that. You'll get much better results.

In fact, if you start generically, one of the real problems is that once you've seen what it said, it's hard to go back and think originally. I never start by getting it to do anything. I spend a lot of time first making sure I'm grounded in what I think, what I want, what I feel, what's genuinely me — because as soon as you put it in, it almost contaminates your thinking.

Okay, now some tips when you're doing this. Treat AI as a colleague, so the more detail the better. If you were assigning a task to a colleague, you'd be specific, you'd give them context, you'd give them all this sort of stuff. Give it the context, the idea, the goal — what you're trying to do.

And then, of course, use what we were talking about before around your unique voice. Make sure you're dialing that in, and you're not asking it to just make it up in its own voice. Make sure you ground it in anything you've got that's real.

JESSICA:

All right, that's great. Let's move on to the next slide.

Okay, let's dive into the efficiency hacks — hacks I've learned going down my own AI rabbit hole.

If you're working on socials, open a new chat. It's that simple. The practical thing to learn here is to use new chats for new tasks. If you're doing emails, new chat. Social, new chat. Blog, new chat, and so on. That way your content is always working from the broader instruction you're giving it, but it's not starting from scratch.

What you'll see otherwise is that if you keep going off one thread consistently — social, admin, any questions you're giving it — the quality of the output will decline drastically. It will start to just throw out content, because you're giving it far too many instructions and it becomes very unspecific.

So I think that's the biggest one: when you're using AI, the number one hack is to create new chats for new tasks.

And then, as we mentioned a couple of slides ago — I'm actually a person who refines my own editing as I type, and it tweaks what I'm doing. But when I'm talking and having that one-on-one conversation, just dumping content and ideas, the output is actually higher quality than when I'm typing, because I'm refining as I type.

It also lets you dump a lot of content all at once, versus typing, which takes considerably longer. I don't type fast. I feel like in high school I learned to type without looking — maybe I get 35 words a minute. Or maybe 60, I don't know. Maybe it's declined over time. Either way, it's not the same. You can go way faster if you're just talking to the AI.

Do you have any points on that, Damien? I saw you nodding while I was talking.

DAMIEN:

No, I think as I mentioned before, I'm exactly the same.

The other tip I'd give on this is: in some ways, the people who make AI don't fully understand how AI works. This is crazy, but it's true. They'll see it behave in certain ways and not really be sure why.

One of the things that seems counterintuitive but works is that if you tell AI to act in a particular role — even though it's the same computer system doing the thinking — it will actually think differently. So if you said, "I want you to act as a creative soundboard to bounce ideas off, and we're going to brainstorm some ideas on such-and-such," it will act like that.

If you've produced content, written content, and now you want an editor, it's very important to say, "I want you to act as an expert editor in the healthcare space who edits such-and-such. Now, this is the content I've generated." Even if you generated that content in another chat with the same AI tool — you'd think, well, it's already given me its best thinking. But research has shown that when you give it a role and ask it to act in a particular way, it responds differently.

If we think of it like neural networks — the closest analogy we have — the networks that are activated in the AI are different depending on the task you give it. So don't assume that because it's all-knowing on all topics, there's no point asking it from a different perspective.

You can literally have a separate chat going where it's acting as a critical editor, and it will act completely differently. It will give constructive criticism of the very thing it might have just helped you write in a separate chat.

So defining the role, and what you want it to act as, makes a huge, huge difference.

JESSICA:

Exactly.

And the third one we see here on the screen: not a lot of people realize you can screenshot something from a website or something you're reading, or feed it a URL and ask it to review or analyze it, or search the web and ask specific questions. You'll get different output, and it'll actually be faster.

So that's another one: screenshot, feed in a website, have it search the web for specific things. But mind you — when you ask it to search the web, double-check, because sometimes it does invent URLs, as we've all learned. So again, it goes back to challenging it and always checking the output AI gives you.

That's another efficiency hack if you want to work faster. Definitely feed it those things, but also check it. That's my biggest tip on that one.

DAMIEN:

Yeah, absolutely.

Okay — providing feedback. I love this slide. It's got my name on it, and there's a reason.

AI can get lazy. It can take shortcuts. In my view, you've got to think of AI like a person. Without getting carried away, it does have some personality characteristics, and it kind of makes sense.

We won't dive into it too much, but AI consumes quite a lot of energy — that's a separate topic — and if you think about it, the creators of AI are incentivized to make it lazy whenever it can be, because that consumes fewer computing resources.

So if it thinks you're not the sort of person who's going to pick up on it being lazy — if it thinks it can get away with being sloppy, not really thinking very hard, giving easy answers — and you don't correct it, your AI agent appears to learn that it can get away with that.

You can think of it just like a team member. If you had a team member who tested the boundaries, turned up late, didn't do a lot of work, and tested it bit by bit — and there was never any consequence, they got away with it all the time — that team member is going to continue to behave the same way. You need to think about AI like that team member.

I'm very, very disciplined with how I treat and interact with AI. I call out laziness. I call out generic shortcuts. I give very sharp, direct corrections. If I think it's been lazy, I literally tell it that it's lazy and that it's unacceptable.

We pay for our AI, for privacy reasons among others. And I will literally point out that I'm paying for a service. I do not accept laziness. I do not accept shortcuts. We need to produce quality. It needs to be truthful.

You see an immediate change in the way it interacts with you. It will give you better, sharper output. So be really firm, and think of it a little bit like a team member who may need ongoing guidance, or who you need to keep an eye on. It's the same with AI, and it's rewarding, because you'll see a significant improvement.

If you start getting unhappy with it, don't filter it. Say, "I'm unhappy with your recent output." And if it makes a really obvious mistake, say, "Why did you make that mistake? I don't want that kind of mistake to occur again. What do you need to do to change to make sure you never give me that same sort of mistake again?"

You can be more direct with AI than you might be with a team member, but the point is the same. Keep it on task. Make sure you're continually correcting it and keeping it on its toes, because it will get lazy.

The other thing to comment on here is implementing a truth protocol, to safeguard against misinformation. We can send some information through with these slides — a prompt you can use. There's no one right or wrong way to do it. But in the background, you can put instructions into your AI agent to say, "Only ever give me truthful, evidence-based, reasoned, considered answers. If you're not sure, tell me. Never make anything up," and so forth — so that it's bound by that truth protocol. You need to tell it that's what you prioritize, and that it's important to you.

Finally: never, ever, ever trust AI to be 100% accurate. It's not. It's not built that way, and it can't be — at least at this stage. Who knows where things go. But just understand it isn't 100% accurate. Always verify. Always keep your own human judgment in the loop. Never just say, "Well, AI said it, therefore it's fine."

AI can be biased by all sorts of things, including laziness. It's biased by the content it consumes. It can make mistakes. It can try to please you and make things up. It can do all sorts of things. So it's a really powerful tool, but we need to verify and sense-check it using our own human smarts.

JESSICA:

Exactly. All right, let's move on to the next slide.

DAMIEN:

Okay — golden rules, and some privacy. Hopefully this is common sense by this stage, but let me make it clear for the sake of being clear.

Don't feed it any real patient information. This is where we're talking about generic platforms available to the public. It's very different when you're using AI in the context of Zanda, which we'll explain. But never, when you're using public platforms, give it real patient data. They claim they have protections and that they will do this and that — but it's not a good idea, and it violates a bunch of things you shouldn't be doing. Don't do that.

De-identify, if you're asking about something that could be sensitive. Take the normal precautions.

There is a difference between using platforms that are out there in the public and ones that are healthcare-specific. And even healthcare ones — the ones used in a healthcare platform — can have various degrees of safeguard, so it's still worth looking at that as well, and at how their AI is implemented, because they're not all the same.

If you're looking for patient-specific applications, make sure you're using one that's purpose-built for healthcare, and that you have an idea of how that health platform has implemented privacy and security safeguards.

Okay, I think we can go to the next slide. Are you going to go? I don't want that to happen again.

JESSICA:

Okay, you do it. You do it.

DAMIEN:

All right, very good. We'll double-click it. We're near the end — in fact, we're very near the end, so we could have accidentally jumped in.

Obviously I can't comment on every different platform that uses AI and how safe or otherwise it is. But just to talk a little bit about what Zanda does.

With Bizzy AI, we've got AI capacity throughout the platform, and we're building more and more features. They've been amazing — people are using them in amazing ways, and it's saving so much time, which is great.

But Bizzy AI does that in a way that's secure. It's designed very specifically for the healthcare context, so it's designed to consume healthcare context. We've got truth protocols operating behind the scenes, and safeguards in place.

Bizzy AI can be configured to match your note-taking style, but also for writing letters. We've got other features coming out to refine how you write your notes, how you write other correspondence, how you write policies and procedures. It's all AI-powered now within Zanda, so people can click a button, have AI listen to a session, and it will not only generate a transcript but turn that transcript into notes — using whatever template you want to use, which you can customize. And it does it in your voice and in your style.

Importantly, from a safeguard point of view: we're not sending that information to external AI engines. We use AI that's contained within our own infrastructure.

Anthropic is one of the ones we use a lot and commonly use. But we're not using it the way you would if you jumped online and went to Anthropic and started using their AI — that's a public version. For everything we do within Zanda, dealing with health data, we're using a copy of that model that's isolated from Anthropic itself. So they can't get any data. It doesn't train on it, it doesn't retain data, it doesn't enter that public sphere. It's done in a protected environment.

So it's important to be aware of that, because it is different from jumping online and using one of these platforms. And it's worth checking if you're using a different platform — just to make sure, because not every implementation is done in the way we would think is the right way to do it.

Okay, anyway, that's us. I won't go on too long, but it makes a huge difference when done safely. I'm going to throw it back to you, Jessica.

JESSICA:

I have a question for Damien. Do you have one or two tips on prompts people can use in Bizzy AI that you'd suggest? Something like "rewrite this in brief," maybe? What would you suggest?

DAMIEN:

Yeah. I think one of the best things you can do in Bizzy AI is for note-taking. Like I said, we've got it through different areas of the system as well, but let's take notes, because no one likes writing notes, and we can save a lot of time this way.

You can click an option that sets how you like your notes, which gives it a bit of context or preferences. Everyone has different note-taking styles that work for them, and there's no right or wrong way. Broadly speaking, there's no right or wrong way — there are some bad things you shouldn't do, but there's a wide variety of acceptable ways of writing.

So you can tell Bizzy in your Zanda account: "I like my notes to be succinct." Or, "I like to use a lot of quotes from the client or the patient." Or, "I like to use examples they've referred to." It could be, "I like dot points," or "I like a more narrative style." Briefer, longer, descriptive — whatever you like.

You can tell it that, and then it will look at the content, look at your preferences, and look at whatever note template you've selected. We've got a whole bunch in there, but you can also make your own. If you're using just a standard SOAP note, you can do that, or whatever one you want. It will take those instructions, the content and the template, put it all together, and write the note for you.

It also has an assistant there, so let's say you don't quite like an element, or you want to improve something, or you want to emphasize part of the session that maybe isn't emphasized. You can say, "That's great, but add more detail in relation to whatever it was," and it will go through, rewrite, and follow those instructions.

So I think the best tip is really giving it that little bit of background so it knows what you like. And then if there's something you want to change, it's like a chat — you can just say, "Hey, make this change," and it'll go and do it for you.

We look at performance: how often, how many changes, whether people are happy with the initial draft, and how many drafts they end up doing overall — just to see how it's going. And it's amazing. In many, many cases, people read the first draft, they're happy with it, and they save it. When there are edits, there's typically not a lot of back and forth. People say, "Yep, it's dialed in." But like I say, you can make any changes you want.

Getting rid of — well, the stories we've heard. I won't go on about it, because we're getting short on time. But the stories and feedback we get from people who say that using AI in Zanda, just for notes — let's not even talk about other features — has truly been a game changer. They say, "I don't have to finish my day and spend it catching up on all my notes. They're just done in real time." They finish the day, pack up, go home, and they're home earlier. That's the sort of stuff we love. That's what we're all about.

JESSICA:

I had an interview where someone told me it saved him up to 10 hours a week on notes and editing. Hearing that is awesome. Or my favorite one: they're able to actually listen to their patient 100%, and know that their notes are coming and outputting the type of notes they're expecting. That's another great one that I love to hear.

DAMIEN:

It's that much better because you're present in the session. Back when I was doing more clinical practice, you're writing notes and you don't want to forget anything. It's doable — we've been doing it for years. But this is a new evolution, where you can just sit there and talk and engage, and you're not breaking eye contact all the time to note things. It's just a better experience for everyone.

JESSICA:

Exactly. All right, so to wrap up our session, let me move on to the next slide.

Okay, and I'll take it on from here, Damien.

We have an amazing support system. Our team is amazing. If you're looking for more support, we have that — we have the resources, and we're easy to reach. You can email our team, or reach out on our website.

We also have the Zanda Academy. You can go there and get a lot of insight and a lot of great material from Irina, which she's created to get you up and running with your practice fairly quickly using Zanda.

And as we mentioned earlier, there's Damien's book — we showed you a quick preview at the beginning. There's a link there where you can get access to it. It's great. There are a lot of great secrets in there, and we've had a lot of great feedback. So if you haven't had the chance, definitely go and check that out on Amazon.

And last, like I mentioned, we have a great support team. You can email us, call us, reach out to us on our website, or ping us on Practice Hive and check out all the new stuff happening here at Zanda.

DAMIEN:

That's what I was just going to say. Practice Hive — if you see that icon at the top of your screen when you're in Zanda, it's really worth clicking on it and having a look. Not only can you do a bunch of other things and communicate within your team, but it's also where we post all the updates we release. We release so many new features that our biggest problem sometimes is actually communicating with people to let them know, "Hey, your system can now do this." So it's there — click on it. It's a good way to stay up to date with what's happening at Zanda.

JESSICA:

All right, and that is it for today. We want to thank you all for listening and joining, and for hearing all the tips and tricks. We hope you can leave with something useful today, and that you can start applying it effectively after the call.

DAMIEN:

Wonderful. Thanks, Jess. Thanks, everyone.

JESSICA:

Thank you. Bye.