AI receptionist in Rotherham fails to understand Yorkshire accents

Patients in Rotherham, South Yorkshire, are frustrated because an AI GP receptionist called Emma cannot understand their broad local accents, according to Healthwatch Rotherham. The watchdog said the system is failing to grasp regional twangs, leaving some patients unable to book appointments. Healthwatch manager Kym Gleeson said the AI often cannot understand inquiries due to varied Yorkshire accents, causing frustration. One patient reported hanging up after repeated failures. The system aims to eliminate phone queues but is prompting some, especially older people, to visit surgeries in person instead. Healthwatch noted concerns for disabled or less tech-confident patients, reminding practices of their legal duty to provide alternatives. Developer QuantumLoopAI said Emma understands 17 languages and transfers calls to humans if needed, emphasizing no caller is forced to continue with the AI.