Case Study: Rotherham NHS Foundation Trust reduces IT call volumes with Netcall's Autonomous Agent

Rotherham NHS Foundation Trust cuts IT call volumes by 28% with Netcall

The Rotherham NHS Foundation Trust faced increasing call volumes to its IT Service Desk with no capacity to expand its team. To modernize its digital support channels and reduce reliance on phone-based help, the Trust partnered with vendor Netcall to implement an AI-powered Autonomous Agent using their Liberty Converse contact centre solution.

Netcall's solution enabled an Autonomous Agent that understands staff queries, independently searches internal systems, and instantly delivers solutions or raises support tickets. This resulted in a 28% reduction in inbound call volumes, with 41% of inquiries handled by the agent, providing substantial relief for front-line IT staff and improving the support experience across the Trust without additional headcount.

Rotherham NHS Foundation Trust