Rotherham NHS Trust Cuts IT Help Desk Calls by 28% with AI-Powered Support Agent

The Rotherham NHS Foundation Trust has reduced IT help desk call volumes by 28% after implementing an AI-powered autonomous agent designed to streamline internal support services and improve response times for NHS staff.

Developed in partnership with Netcall through its Liberty Converse solution, the AI agent was introduced on 28 January 2026 as a first-line support system for routine IT queries. The technology uses generative and agentic AI to interpret user requests, retrieve relevant troubleshooting information, and automate service ticket creation without requiring direct intervention from IT teams.

The system identifies issues in real time and either resolves them immediately or directs staff to the appropriate support channel. Where needed, it also creates pre-populated IT service tickets with the correct categorisation and supporting context, helping reduce manual workloads and enabling IT teams to focus on more complex support requirements.

The trust is now progressing into a second phase focused on out-of-hours support, with plans for the autonomous agent to resolve or redirect non-urgent requests overnight. The aim is to ensure only priority incidents reach on-call teams, helping reduce unnecessary callouts and associated staffing costs.

The project reflects the growing role of AI, automation, and connected digital infrastructure across healthcare environments, as NHS organisations continue to explore technologies that improve operational efficiency, staff experience, and service delivery.

These industry developments are driving wider conversations around healthcare IT integration, interoperability, cybersecurity, AI-enabled systems, and digital transformation key themes explored at the Medical Devices Connectivity Conference 2026, part of EBME Expo 2026.