Case Study: Rotherham NHS Cuts Call Volumes by 28% With Netcall

The Challenge

Rotherham IT Helpdesk faced increasing call volumes but had no capacity to expand their team’s headcount – a challenge familiar across the NHS.  

Even with self-service and email channels in place, most users still picked up the phone – partly out of habit and because of the IT team’s supportive, approachable culture, even when overwhelmed.

Rotherham recognized that by modernizing digital support channels and reducing reliance on phone-based help, they could free their IT professionals to focus on more complex and valuable issues. Their internal analysis showed that automating their top call drivers could reduce inbound calls by 30–40%.

Rather than accept increasing pressure, Rotherham made the strategic decision to embrace AI-powered automation.

The Solution

To achieve their vision of a modern, efficient helpdesk, the Trust selected Netcall’s Agentic AI capabilities within Liberty Converse to implement a fully autonomous agent to resolve common IT issues quickly. It can handle complex or unclear queries with far more precision than a standard rules-based virtual assistant.

Autonomous agents automate goal-driven workflows and complete tasks or resolve issues. These agents understand intent, make decisions and take action across multiple systems.

At Rotherham, it delivers an effective, automated first-line support experience:

• Understands the staff member’s IT problem. Using generative AI natural language understanding, it interprets intent even when described informally.
• Independently searches ITSM and internal systems. The agent retrieves relevant fixes, configuration info or troubleshooting steps without any team intervention.
• Delivers the correct solution instantly. Staff members receive consistent, accurate guidance aligned to the Trust’s IT processes.
• Automatically raises a fully populated ITSM case. If further support is needed, the agent generates a complete ticket with correct categorization and context, ready for IT to action.

The autonomous agent improves consistency, accuracy and speed while diverting significant call volume away from the IT Service Desk, reducing pressure on staff while improving response times and resolution quality.

The Results

• 28% Reduction in inbound call volumes to the IT Service Desk
• 41% Handled by autonomous agent, reducing the number of calls transferred to an analyst
• Substantial relief for frontline IT staff, resolving tasks faster and focusing on high‑value work
• Improved staff experience with quicker access to support across the Trust
• Positive feedback on the autonomous agent’s performance – from users and IT team
• Rapid results – Netcall’s structured method delivers rapid results

This blog post has been re-published by kind permission of Netcall – View the Original Article

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Author: Netcall
Reviewed by: Megan Jones