Rotherham NHS FT Reduces IT Help Desk Calls by 28% Thanks to AI

Key Takeaways

The Rotherham NHS Foundation Trust has decreased IT help desk calls by 28% using an AI autonomous agent.
The system efficiently resolves routine queries and automates service ticket creation, allowing IT staff to address more complex issues.
Future phases aim to enhance out-of-hours support and decrease non-urgent callouts to on-call teams, optimizing staff resources.

AI-Driven Efficiency in IT Support

The Rotherham NHS Foundation Trust has achieved a significant 28% reduction in IT help desk call volumes since implementing an AI-powered autonomous agent on January 28, 2026. This innovative solution, developed in collaboration with Netcall, leverages the Liberty Converse platform to automate the resolution of routine IT queries, streamline service ticket generation, and guide staff to appropriate support channels.

Christine Hazlehurst, head of IT service management at the Trust, highlighted the rising demands for IT support within NHS teams, asserting that the conventional response of increasing headcount was not viable. The autonomous agent addresses common queries effectively, allowing staff to quickly obtain solutions while alleviating pressure on IT teams to tackle complex issues.

Employing advanced generative and agentic AI technology, the system interprets user requests accurately, retrieving contextually relevant information and troubleshooting guidance without needing intervention from IT personnel. It identifies the caller’s problems and directs them towards appropriate solutions, ensuring real-time responses delivered in a friendly and efficient manner aligned with the Trust’s IT protocols. If necessary, it raises pre-populated IT service tickets, effectively categorizing issues for IT teams and further reducing manual work.

James Rawlinson, director of health informatics at The Rotherham NHS Foundation Trust, emphasized the importance of continuous improvement through the analysis of real interactions. This ongoing refinement allows for greater accuracy, expanded coverage, and enhanced user experience.

Currently, 41% of IT queries are handled through self-service options and AI agents, significantly reducing the reliance on traditional phone support. Building on this success, the Trust is moving forward into a second phase, focusing on out-of-hours assistance. The goal is for the AI to manage or redirect non-urgent requests, ensuring that only urgent issues require direct attention from on-call teams.

This initiative is expected to lower unnecessary out-of-hours callouts, which contribute to excess staffing costs. It will not only enhance the work experience for IT staff but also allow them to concentrate on high-priority incidents.

John Clarke, head of client solutions – health at Netcall, noted that Rotherham’s use of an autonomous agent represents a significant technological advancement in internal NHS support. By adapting technologies traditionally associated with patient engagement for internal team use, the Trust showcases how agentic AI can improve operational capacity and modernize support services in the face of workforce challenges.

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