The Rotherham NHS Foundation Trust has successfully implemented an AI-driven autonomous agent, resulting in a 28% reduction in IT help desk call volumes. This innovative solution addresses routine queries in real-time, allowing IT staff to concentrate on more complex issues.
The autonomous agent, launched in collaboration with Netcall, was introduced on January 28, 2026, as part of the Liberty Converse solution. It serves as a first-line support mechanism for common IT inquiries, effectively triaging requests before they reach the service desk. Christine Hazlehurst, head of IT service management, noted the rising demand for support without the option to increase staff numbers. The AI system has been well-received, streamlining the support process and enhancing user satisfaction.
This AI solution leverages generative and agentic technology to understand user requests, providing immediate resolutions or directing users to the appropriate support channel. It also automates the creation of IT service tickets, minimizing manual input and enhancing efficiency within IT teams. Currently, 41% of IT queries are managed through self-service and AI, significantly alleviating pressure on traditional communication channels.
Looking ahead, the trust is set to expand the AI's capabilities to include out-of-hours support, aiming to manage non-urgent requests more effectively. This initiative is expected to reduce unnecessary after-hours callouts, thereby lowering staffing costs and improving the overall experience for IT personnel. John Clarke from Netcall emphasized that this approach not only alleviates workforce pressures but also modernizes support services within the NHS.