PILLAR FOR OPTOMETRY
The AI layer for
optometry practices.
More capacity. More focus. More time with patients.
Between the testing room and the dispensary, nobody has a spare hand for the phone. Pillar connects calls, messages, recalls, bookings and approved practice knowledge into one intelligent layer.
From inside the practice
Built around real practices. Proven by the people inside them.
Hear from the receptionists, practice managers and practice leaders working inside real optometry practices.
“I don't want a patient standing at the desk to feel like they're competing with a ringing phone. When Pillar handles the repetitive things in the background, I can actually give the person in front of me my full attention.”
The biggest changes
01
Time back
No longer starting early just to catch up on the phones.
02
Fewer interruptions
Less stopping a real patient conversation to deal with another routine enquiry.
03
More focus
More attention for the patient standing in front of me.
The human promise
Give your team the space
to be human again.
Patients come for expertise and stay for the service. Pillar handles the recalls, collections and routine questions so your team is free for the person in front of them.
Pillar gives optometry teamsmore focus.more capacity.recalls that get made.fewer missed calls in the dispensary.less repetitive admin.more time with patients.room to grow.more focus., more capacity., recalls that get made., fewer missed calls in the dispensary., less repetitive admin., more time with patients., room to grow.
What Pillar carries
The repetitive work.
Carried by Pillar.
Every capability below runs on the same brain, with the same approved optometry practice knowledge behind it.
Input
Incoming call
Pillar Brain
Action
Eye test booked
New patient enquiries
“I need an eye test — do you have anything this week?”
Answered from practice-approved fee and service information, then booked into the correct examination appointment type.
New patient booked with any pre-visit forms sent ahead of time.
Two-yearly recall and reactivation
The recall list is long and the two-year gap means patients have often forgotten.
Pillar contacts patients on their own recall interval, in your practice's wording, and books what comes back.
Recall list worked continuously instead of in occasional batches.
Spectacle collection follow-up
A patient's new glasses have arrived and are sitting in dispensing.
Pillar notifies the patient their order is ready and books them in for collection and fitting.
Orders collected sooner instead of sitting in a drawer.
Adjustment and warranty follow-up
“My new glasses are uncomfortable — can someone adjust them?”
Recent order identified and a short adjustment appointment offered at the counter.
Adjustment booked without competing with retail customers at the desk.
Booking and rescheduling
“Something’s come up — can I move my examination?”
Patient identified, appointment located, alternatives offered from live availability and the change written back.
Examination moved and confirmed without a call-back queue.
General practice questions
“Do you bulk-bill? What frame brands do you carry? Are you open Saturdays?”
Answered instantly from the knowledge your team has approved — never improvised.
Answered in seconds on any channel, at any hour.
How the day actually runs
Built around how optometry practices actually run.
Reception, optometrists and owners feel different problems in an optometry practice. Pillar is set up around all three.
Reception
The phone stops competing with the retail counter.
Routine bookings, collections and adjustment requests are handled in the background, so the desk can focus on the customer standing in front of them.
Optometrist
Fewer interruptions between examinations.
Nothing needs to be passed into the testing room mid-appointment; anything clinical or sensitive goes to a person, not to the chair.
Practice owner
The recall list finally gets worked properly.
Two-yearly recall and dispensing follow-up run to the same standard every week, whoever is rostered on the desk.
Live Pillar activity
The repetitive work doesn't stop.
Neither does Pillar.
A representative morning in a optometry practice. Pillar completes the routine work and hands anything needing optometrist review to a person.
- Handled by Pillar
- 4
- Routed to a human
- 2
- 11:22:09
Incoming call
Eye test booked
Handled by Pillar - 11:23:34
Recall due
Two-year recall rebooked
Handled by Pillar - 11:24:58
SMS
Glasses collection confirmed
Handled by Pillar - 11:26:21
Website enquiry
Bulk billing question answered
Handled by Pillar - 11:27:44
Sudden vision change
Optometrist required
Routed to human - 11:29:03
Warranty claim
Routed to the dispensary
Routed to human
Capacity and scale
Grow patient volume.
Not administrative load.
Recall volume grows every year a practice operates. Pillar scales that outbound and inbound workload without more desk hours.
More capacity doesn't have to mean more headcount.
- Peak periods
- After-hours demand
- Staff leave
- Sick days
- Unexpected call volume
- Growth
- Additional locations
More patients
- More calls
- More messages
- More bookings
- More questions
Traditional growth
- More administrative pressure
- More interruptions
- More headcount pressure
With Pillar
- More Pillar capacity
- Same team, more focus
- Cover across peaks and absence
- The two-yearly recall list worked every week, not in batches
- Fewer new patient enquiries lost to a missed call
- The same standard across every practice location
- Fewer interruptions during examinations
AI for the repetitive.
Humans for what matters.
The best patient experiences still come from people. Pillar gives your team more space for genuine conversations, clinical judgement and the patient standing in front of them.
Give your team the space to be human again.
Integrations
Works alongside the systems your practice already uses.
Pillar works beside the software your practice already runs. Your system stays the source of truth for patients, appointments and dispensing records.
- Pillar Ready
Cliniko
Connect Pillar to Cliniko while keeping Cliniko as the source of truth for your appointments and patient records.
Explore → - Pillar Ready
Halaxy
Add Pillar's communication and agent layer around the Halaxy workflows your clinic already uses.
Explore →
Pillar operates alongside your practice management system. It stays your source of truth — see every system Pillar works with.
Human oversight
Built to know when a human matters.
Pillar handles
Administrative workflows such as:
- Approved clinic information
- Appointment bookings
- Rescheduling
- Cancellations
- Routine messages
- Approved administrative follow-up
- Routing to the right person
Human
Matters requiring optometrist review, such as:
- Diagnosis
- Vision or eye health assessment
- Sudden symptoms
- Prescription decisions
- Clinical suitability
- Clinical concerns
- Anything outside approved AI boundaries
Pillar handles communication and approved administrative workflows. Clinical judgement remains with qualified practitioners.
The Pillar Brain
One brain.
Your whole practice.
Calls, messages, bookings, practice knowledge and routing shouldn't operate as separate conversations. The Pillar Brain gives your agents the approved context they need to respond consistently across your optometry practice.
- Incoming call
- Two-year recall due
- Glasses or contacts enquiry
- Urgent eye concern
- SMS reschedule
- Health fund and Medicare rules
- Optometrist availability
Brain
- Eye test booked
- Recall appointment scheduled
- Frames collection arranged
- Appointment moved
- Cover question answered
- Confirmation sent
- Escalated to an optometrist
Questions
AI receptionist and front desk questions for optometry practices.
Can Pillar book directly into our practice software?
Yes. Pillar reads live availability and writes bookings, changes and cancellations back into your practice management system. Nothing is migrated and your diary stays the source of truth.
Can Pillar work our two-yearly recall list?
Yes. Recall runs on each patient's own interval rather than as a single blast, using the wording your practice approves, and it stops as soon as the patient books.
Can Pillar notify patients when their glasses are ready?
Yes. Pillar follows your practice's dispensing process to notify patients their order is ready and books the collection and fitting appointment.
What happens if a patient asks a clinical question?
Pillar does not diagnose, triage clinically or give treatment advice. Clinical, sensitive or uncertain conversations are handed to a nominated person with the full context attached.
Can Pillar answer calls after hours?
Yes. Calls, messages and website enquiries are answered around the clock using practice-approved information, and anything outside those rules is captured and escalated to your team.
Does it work across multiple practice locations?
Yes. Each location keeps its own hours, optometrists, frame ranges and rules, while the standard of every patient conversation stays identical across the group.
Give your team the space
to be human again.
See how Pillar answers your practice's calls, works the recall list and chases spectacle collections — beside the software your optometry team already uses.
AI for the repetitive. Humans for what matters.
More capacity. More focus. More time with patients.