AI GP receptionist fails Yorkshire accent

Healthwatch Rotherham reported that patients in Rotherham are struggling with an AI GP receptionist system called EMMA, developed by QuantumLoopAI, because it fails to understand broad Yorkshire accents and speech impediments. The system is used by some NHS GP surgeries to triage calls and reduce phone queues. Healthwatch visited community groups, including elderly and veterans, and found that some patients became frustrated, hung up, or visited surgeries in person. QuantumLoopAI responded that EMMA supports 17 languages, transfers calls to humans when needed, and that over 90% of patients report positive improvement. Healthwatch will pass feedback to Healthwatch England, which will report to the United Kingdom — Department of Health and Social Care. United Kingdom — NHS South Yorkshire Integrated Care Boards is working with Healthwatch to produce guidance for practices.