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An Overview of the QuantumLoop AI Platform

QuantumLoop AI provides NHS GP surgeries with an AI-powered communications platform. This article explains what the platform does, what each product is, and how they work together to support your practice.

Purpose of This Article

This article gives new clients a clear, complete picture of the QuantumLoop AI platform before they begin onboarding. It explains what each product does, how they connect, and what your practice can expect. It is the starting point for the rest of this knowledge base.

Main Content

What Is QuantumLoop AI?

QuantumLoop AI is a UK-based AI communications company that works exclusively with NHS GP surgeries. The platform handles patient requests across multiple channels, reducing the pressure on reception teams while ensuring every patient is heard and responded to.

The platform is built around four products: EMMA, NINA, SOFIA, and MARIA. Each serves a different channel. Together, they form a connected patient communications system.

QuantumLoop AI holds the following NHS-recognised certifications:

  • DTAC certified (the first AI reception platform in UK primary care to achieve this)
  • Registered as an MHRA Class I Medical Device
  • DCB0129 and DCB0160 compliant
  • Cyber Essentials Plus accredited
  • Data Security and Protection Toolkit (DSPT) compliant
  • Listed on the Crown Commercial Service RM6200 AI framework

The Products

EMMA — AI Inbound Call Handler

EMMA answers every inbound patient call within seconds. She conducts a structured conversation, captures the patient's request, and submits it directly into your surgery's online consultation inbox (Accurx, eConsult, Anima, or AskMyGP).

EMMA is the telephone equivalent of an online consultation tool. The input channel is different; the output is the same: a structured patient request, ready for your team to act on.

Key facts:

  • Answers calls 24 hours a day, 7 days a week (based on your configured hours)
  • Performs a live PDS (Personal Demographics Service) lookup on every call
  • Supports 20+ languages including English, Polish, Urdu, Hindi, Arabic, Punjabi, Somali, Tamil, Bengali, Gujarati, and more
  • Can handle multiple requests in a single call
  • Transfers certain calls directly to reception immediately (emergencies, safeguarding, healthcare professionals, and others)
  • Transfer sensitivity is configurable to match your practice's preferences
  • Does not handle GP appointment booking

NINA — AI Website Assistant

NINA is an AI-powered assistant embedded on your surgery website as a widget. Patients can type, tap through options, or speak via microphone to get answers, submit requests, and begin appointment-related journeys.

Key facts:

  • Included at no additional cost for all EMMA practices
  • Available 24 hours a day, 7 days a week
  • Over 82% of patient journeys completed in a single session
  • Multilingual support in development

SOFIA — SMS Follow-Up Tool

SOFIA is triggered automatically when a call drops unexpectedly, audio quality is too poor to continue, or a patient cannot complete their request by voice. SOFIA sends the patient a text message with a link to continue their request in writing.

Key facts:

  • Operates in the background without any action needed from your team
  • Sends a scenario-specific SMS: a disconnection message if the call dropped, a neutral continuation message for all other scenarios
  • The invite message can be customised per surgery via the dashboard

MARIA — AI Outbound Calling Tool

MARIA allows your practice admin team to run automated outbound patient campaigns at scale. Use cases include appointment reminders, health reviews, and routine care outreach.

Key facts:

  • Currently in beta pilot
  • Campaign creation is restricted to Admin users only
  • Includes a Campaign Configuration Wizard, centralised campaign dashboard, real-time progress tracking, and full audit trail

The Dashboard (CMS)

The QuantumLoop AI dashboard, also referred to as the CMS, is the web-based admin panel where your practice staff manage the platform.

From the dashboard you can:

  • Enable or disable EMMA
  • Set and adjust operating hours
  • Manage your VIP and vulnerable patient lists
  • View patient enquiries and call recordings
  • Access analytics and reporting
  • Run and monitor MARIA outbound campaigns (Admin users)

Dashboard login requires Two-Factor Authentication (2FA) via an email verification code.

How the Platform Works Together

A typical patient journey across the platform might look like this:

  1. A patient calls your surgery number. EMMA answers within seconds.
  2. EMMA conducts a structured conversation and captures the request.
  3. The request is submitted into your online consultation inbox.
  4. If the call drops before completion, SOFIA sends the patient an SMS to continue in writing.
  5. If the patient visits your website instead, NINA helps them submit their request online.
  6. Your team reviews and action all requests from the inbox as normal.

Step-by-Step Instructions

No setup steps are required for this overview article. To begin using the platform, your next steps are:

  1. Log in to the dashboard — see: How to Log In to the QuantumLoop AI Dashboard
  2. Review your onboarding journey — see: Understanding Your Onboarding Journey
  3. Complete your onboarding form — see: How to Complete Your Onboarding Form

Troubleshooting

I am not sure which products my practice has access to. All EMMA practices receive NINA and SOFIA as part of the platform at no additional cost. MARIA is currently in beta. Speak to your account manager if you are unsure what is active on your account.

I cannot see all the features described in this article on my dashboard. Some features may not yet be enabled for your practice or may be rolling out in stages. Contact your account manager for clarification.

I have a question about a product that is not covered here. Each product has its own dedicated article in this knowledge base. See the Related Articles section below, or use the search function to find what you need.

FAQs

Does QuantumLoop AI replace our existing phone system? No. QuantumLoop AI works alongside your existing telephony. Your main surgery number is ported so that EMMA can answer calls. Your internal lines, extensions, and existing provider remain in place.

Does EMMA replace our reception team? No. EMMA handles the initial capture of patient requests and routes them into your inbox. Your reception and clinical team continue to review, triage, and act on those requests as they do today.

Is the platform safe and clinically approved for NHS use? Yes. QuantumLoop AI is DTAC certified, registered as an MHRA Class I Medical Device, and compliant with DCB0129 and DCB0160. Clinical safety is built into every release.

Do patients need to download anything to use the platform? No. EMMA works over a standard phone call. NINA works through your surgery website. SOFIA works via SMS. No app or download is required for patients.

When do charges begin? Charges begin only after your practice goes live. There are no charges during the onboarding period.

Where can I find help if something is not working? Contact the support team at support@quantumloopai.com or speak to your account manager. You can also raise a support request through this portal.