Frustrated GP patients hang up as Yorkshire accent baffles AI receptionist
Summary
An AI receptionist named Emma is being used by some GP surgeries in South Yorkshire to answer patient calls quickly. However, some patients are frustrated because Emma struggles to understand broad Yorkshire accents, making it hard for them to book appointments by phone.Key Facts
- Emma is an AI receptionist introduced in several GP practices in South Yorkshire.
- The AI often fails to understand local Yorkshire accents, causing confusion.
- Patients have reported giving up and hanging up when Emma cannot understand them.
- Some people, including older adults and veterans, find it hard to navigate the AI system.
- Difficulties with Emma make some patients return to the surgery in person instead of using the phone.
- GP practices have a legal duty to provide alternatives for patients who struggle with AI systems.
- The company behind Emma says it understands many accents and 17 languages and will transfer calls to a human receptionist if needed.
- Emma is intended to reduce call waiting times by answering calls instantly.
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