Who is SOPHIA?

SOPHIA is QuantumLoopAI's intelligent SMS follow-up assistant. She works automatically alongside EMMA to ensure no patient is left behind when a call disconnects or cannot be completed.

When a call ends before a patient's request is finished, SOPHIA immediately sends the patient an SMS so they can complete their request without needing to call the surgery again.

The Problem SOPHIA Solves

When a patient calls a GP surgery and the call drops or ends before their request is submitted, they face two options: call back and start again, or give up entirely.

Both create problems. Calling back adds to the surgery's inbound call volume. Giving up means the patient's need goes unmet and unrecorded.

SOPHIA removes this problem entirely. The moment a call cannot be completed, SOPHIA reaches out to the patient by text automatically. The patient can complete their request in their own time without picking up the phone again.

How It Works

1. A patient calls the surgery and speaks with EMMA
2. If the call ends before the patient's request is complete, SOPHIA sends the patient an SMS immediately
3. The patient follows the link in the text message and completes their request
4. The completed request is submitted to the surgery team

No action is required from the surgery team. No patient needs to call back.

Scenario-Specific Messaging

SOPHIA sends different messages depending on how the call ended.

A patient whose call dropped unexpectedly receives a message that acknowledges the disconnection. A patient who was redirected or chose to continue via text receives a neutral continuation message.

This ensures every patient receives communication that is accurate and appropriate to their individual situation, rather than a generic message that may not reflect what happened.

Re-Engagement

QuantumLoopAI achieves a 41% average re-engagement rate through SOPHIA's SMS follow-up. This means a significant proportion of patients who would otherwise have needed to call back or gone without support are able to complete their request directly through SOPHIA.

Works Automatically Alongside EMMA

SOPHIA operates automatically as part of the QuantumLoopAI product suite. There is nothing for the surgery team to configure or manage on a per-call basis. SOPHIA activates whenever it is needed and handles the follow-up entirely.

Patient requests completed through SOPHIA are submitted into the surgery's existing clinical systems in the same way as requests completed by phone through EMMA, ensuring nothing is lost and every contact is traceable.