Artificial intelligence is creating new opportunities to improve services, increase efficiency and deliver better experiences. But one of the biggest challenges facing transformation leaders isn’t deciding what to automate. It’s deciding what not to automate.
In this PEX Network session, Craig Willis, Head of Process Improvement Solutions at Netcall, was joined by James Rawlinson, Director of Health Informatics at The Rotherham NHS Foundation Trust, to explore how organisations can make better decisions about AI, automation and process transformation.
The discussion focused on the importance of process excellence as the foundation for any successful AI strategy. Rather than applying AI to every challenge, the speakers shared how organisations can identify high-value opportunities, avoid unnecessary complexity and focus investment where it will deliver the greatest impact.
James also shared a real-world NHS transformation story, providing practical insights into how The Rotherham NHS Foundation Trust improved patient engagement and contact centre performance through AI-powered self-service, intelligent routing, automated appointment management and multilingual support.
Speakers
Craig Willis
Head of Process Improvement Solutions
Netcall
James Rawlinson
Director of Health Informatics
The Rotherham NHS Foundation Trust
Key takeaways from the session:
-
How to assess which processes are best suited to automation, augmentation or human intervention
-
Why understanding and optimising processes is essential before introducing AI
-
How process excellence helps create a clear and actionable AI roadmap
-
Ways to identify high-value use cases while reducing risk, cost and complexity
-
Practical lessons from a successful NHS transformation programme