AI receptionist EMMA faces criticism in UK healthcare

Medical practices in South Yorkshire, United Kingdom, are facing criticism over the implementation of an AI receptionist named ‘EMMA’. Designed to reduce waiting times by handling initial calls and capturing patient concerns, the system has instead caused significant frustration among users.

Healthwatch Rotherham reports that the AI struggles to understand regional accents and various linguistic nuances. This has led to difficulties for elderly patients, veterans, and individuals with speech impairments. Consequently, some patients have reported being unable to navigate the system, forcing them to travel to medical practices in person to receive care.