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Step 8 – Your go-live process

We don’t simply switch EMMA on and walk away. Every surgery is different, so we use a controlled go-live and bedding-in process to carefully configure, fine-tune, and validate EMMA for your specific environment.

This approach allows us to identify and adjust for individual preferences, call patterns, accents, background noise, and local workflows—ensuring EMMA works reliably and in a way that feels right for your practice.

During this phase, we expect and actively encourage close communication with your team. Your feedback is essential and helps us complete this step successfully.

How Go-Live Works

Rather than a single “on” moment, EMMA is gradually introduced through short, controlled live sessions. This allows us to test real calls safely, make adjustments quickly, and minimise any impact on your surgery.

What Happens During Bedding-In

  • EMMA is toggled on and off throughout the day to audit calls and fine-tune behaviour
  • Live testing typically takes place in the afternoon (12:00–18:00), with mornings used for adjustments
  • Only a small sample of calls is routed to EMMA while most continue to your reception team as normal
  • Your existing call queue is unaffected — callers already waiting remain in place
  • We validate end-to-end that calls and outcomes land correctly in your consultation system

Any issues identified at this stage are expected and addressed quickly by our engineering and clinical teams.

Bedding-In Period (Typically 5 Working Days)

This is a controlled rollout phase where EMMA is gradually introduced, closely monitored, and refined using real patient interactions.

Day 1

  • EMMA switched on for short, controlled windows in the afternoon
  • A small number of calls routed to EMMA
  • Live monitoring by our engineering and clinical teams
  • Immediate adjustments made based on real behaviour

Day 2-4

  • EMMA’s active hours gradually extended
  • Increasing proportion of calls handled by EMMA
  • Daily refinements based on call patterns, accents, background noise, and user behaviour
  • Full-Time EMMA Activation

Day 5

  • Longer live session (typically 4–5 hours)
  • Final configuration and safety refinements
  • Confirmation from your team that you are comfortable proceeding

Your Role During Bedding-In

We expect your team to stay in close communication with us throughout this period. Experiencing questions, edge cases, or issues during bedding-in is normal and expected.

Please share as much feedback as possible, including:

  • Anything that doesn’t behave as expected
  • Staff feedback
  • Patient comments
  • Preferences or tweaks you’d like made

Raising feedback early helps us resolve issues quickly and complete this step smoothly.

To ensure your feedback reaches the right team and gets the fastest possible response, we recommend reviewing our guide on how to contact support and submit feedback effectively:

https://www.quantumloopai.com/help/how-to-contact-support

This article explains the best ways to contact us during go-live, what information to include, and how we prioritise and respond during the bedding-in phase.

Full-Time EMMA Activation

Most practices move to full-time EMMA operation after around five bedding-in days, once:

  • EMMA is stable
  • Your team is comfortable
  • All routing and safety logic is fully validated

We will always give you at least one full working day’s notice before activating EMMA full time.

SOFIA Safety Net (Always Enabled)

SOFIA is EMMA’s secure digital fallback and is always active. It automatically steps in if:

  • Audio quality is poor
  • The caller cannot be reliably understood
  • A backup route is needed to complete a request

SOFIA ensures patients are never left without a way to submit their request.

NINA Website Assistant (If Applicable)

Once EMMA is fully bedded-in, we can begin deploying NINA to your practice website.

This includes:

  • Working with your website provider
  • Creating a staging environment for approval
  • Allowing your team to test journeys end-to-end
  • Deploying NINA once approved

NINA significantly reduces inbound calls by capturing online requests in a structured and consistent way.