QuantumLoopAI vs InTouchNow
Which AI Reception System Is Right for Your Practice? An evidence-based comparison of two approaches to AI-powered call handling for NHS GP practices.
What Makes QuantumLoopAI Different?
Built by Clinicians, for Primary Care
EMMA was developed from the ground up with direct input from GPs, NHS practice managers, and frontline reception staff. Every interaction is designed around real clinical workflows, patient safety protocols, and NHS operational requirements.
InTouchNow's foundation comes from decades of call centre experience. While useful for generic telephony, primary care demands clinical understanding. EMMA recognises urgency, follows NHS triage pathways, and integrates with consultation tools like Accurx because she was built inside NHS practices, not adapted afterwards.
First DTAC-Certified AI Reception in UK
EMMA is the first AI reception platform to achieve NHS DTAC certification, meeting the highest standards for clinical safety, data protection, and interoperability. She's also DSPT-compliant, Cyber Essentials Plus certified, and fully aligned with GDPR requirements.
Many AI providers claim NHS compliance, but certification proves it. When choosing technology that handles patient data and clinical conversations, third-party verification matters. EMMA's certifications mean your practice, your ICB, and your patients can trust that data is protected to NHS standards.
True Autonomy, Not Hybrid Workarounds
EMMA handles calls completely. No human backup required. No escalation to external call centres. No hidden costs for overflow. Your practice maintains full control while EMMA manages hundreds of simultaneous calls without breaking stride or compromising on quality.
InTouchNow's hybrid model relies on escalating complex calls to their UK-based receptionists. That sounds reasonable until you realise it means ongoing staffing dependencies, variable quality, and costs that scale with volume. EMMA's autonomous operation means predictable costs and consistent quality every time.
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Designed for Surgery Hours, Not Overkill
No GP surgery operates around the clock. EMMA is designed to work during your surgery hours because that's when patients actually call. Unlike providers pushing round-the-clock coverage, QuantumLoopAI focuses on solving real problems: the 8am rush, the all-day queue, and missed calls.
InTouchNow promotes 24/7 availability as a key feature. But paying for overnight AI coverage when your surgery is closed isn't innovation. It's unnecessary cost. EMMA optimises for what matters: ensuring every patient gets through during operational hours, every single time.
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How Are Calls Actually Handled?
QuantumLoopAI Approach
EMMA answers every call with open-ended natural language conversation. Patients simply speak and tell EMMA what they need - whether it's a medical concern, administrative query, prescription request, or anything else. No menus, no button pressing, no pre-defined routes. EMMA handles 100% of inbound calls autonomously.
InTouchNow Approach
InTouchNow operates through an IVR (Interactive Voice Response) system. Patients hear "Press 1 for appointments, Press 2 for..." and must select an option. Based on real-world testing, only around 10% of patients choose the AI option when given the choice. Of that 10%, InTouchNow states their AI handles "up to 60% autonomously" - meaning approximately 6% of total practice calls are actually resolved by AI.
Why This Matters
When patients are given a choice between AI and human, most choose human. An IVR-based approach fundamentally limits the volume of calls AI can handle, regardless of how good the AI is. EMMA removes this barrier by being the first and only point of contact for every call.
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QuantumLoopAI vs InTouchNow
At a Glance
Criteria |
QuantumLoopAI |
InTouchNow |
|---|
Criteria |
QuantumLoopAI |
InTouchNow |
|---|---|---|
| Call Handling | 100% of all inbound calls | ~6% of total calls (10% opt-in × 60% AI)* |
| System Type | Open natural language conversation | IVR menu system with AI option |
| External Human Agents | None | Yes - external call centre staff* |
| Data Quality | Consistent AI transcription | Variable human interpretation |
| Scalability | Unlimited simultaneous calls | Bottleneck when agents busy |
| NHS Focus | 100% NHS only | Multi-sector call centre operation* |
| DTAC Certification | First certified | Unknown* |
| MHRA | Class 1 Medical Device Registered | Unverifiable in PARD* |
| Languages | 10 (NHS clinically validated) | 33 (no published clinical validation)* |
| Pricing Model | Fixed unlimited | Variable |
| Availability Focus | Surgery hours optimisation | 24/7 promoted* |
Ready to See the Difference?
Experience EMMA's fully autonomous AI reception. See how 100% call handling, zero external staff, and consistent clinical documentation could transform your practice.
