South Yorkshire Patients Struggle With AI GP Receptionist as Emma Supports 17 Languages
Updated
Updated · The Guardian · Aug 20
South Yorkshire Patients Struggle With AI GP Receptionist as Emma Supports 17 Languages
3 articles · Updated · The Guardian · Aug 20
Summary
Healthwatch Rotherham said patients at several local GP practices reported Emma often failed to understand broad South Yorkshire accents, leaving some unable to book appointments by phone.
Older people and veterans were among those raising problems, with some callers so frustrated by the AI system that they gave up or traveled to surgeries in person instead.
Healthwatch said the issue is more serious for people less confident with digital tools or with disabilities, stressing GP practices still have a legal duty to make reasonable adjustments.
QuantumLoopAI said Emma is built to understand varied dialects, supports 17 languages beyond English, and can transfer callers to human reception staff at any time.