East and North Hertfordshire NHS Trust: Modernizing HR and Employee Services
13,500
Queries self-serviced since go-live
93%
Recognition rate since April 2023
33,000
Forecast of approximate hours saved by Enquire within year one
Asif Shah, People Services Digital Leader at East and North Hertfordshire NHS Trust, and Luke Swinbourn, IBM Client Engineering shared their thoughts in an interview:
Challenge
"Evidently the COVID pandemic came into play. We needed an accelerated software solution
to cater for our workforce."
"We required a digital solution because there was a three-month period where we tried to cater other solutions and they were resource hungry in terms of having to have more people to sit down to cater for call centres and so forth."
"We explored a multitude of options. We looked at service management toolkits. We looked at cloud-based call centers and considering the functionality provided in terms of how much it’s going to cost us as an organization, we felt that the IBM Watson tool was the best tool out there at the time, and I believe it still is."
Solution
"The strain on the NHS is at an all time high."
"In aid of the government’s Elective Recovery to reduce backlog, we are implementing solutions like Enquire to help with the automation and reduce the backlogs."
"Enquire is a digital assistant providing 24/7 self-service support for the East and North Hertfordshire NHS Trust’s employees."
"The solution is powered by watsonx (Assistant) which is our advanced artificial intelligence. It is an AI solution that understands the users in context and is able to provide consistent and concise responses."
"The use cases for an assistant like this are endless. We’ve seen a lot of interest across the NHS. It’s an affordable solution that can automate many challenges for the NHS."
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