AI receptionist fails to book patients’ appointments as it can’t understand their accent - Dexerto
Dexerto
An AI receptionist implemented at clinics in England has struggled to book appointments due to its inability to understand regional accents.Summary
Clinics in Rotherham, South Yorkshire, implemented an AI-powered system named EMMA to handle patient phone calls and reduce wait times. However, the technology has encountered issues understanding regional Yorkshire accents, different speech patterns, and non-native English speakers. Consequently, some frustrated patients abandoned phone calls to visit doctors in person. While the developer, QuantumLoopAI, defended the system by stating it supports numerous languages and transfers unresolved calls to human staff, local health watchdogs emphasize the necessity of maintaining human alternatives for patients.
(Source：Dexerto)