GGD Hart voor Brabant’s Service Centre boosts efficiency with automated ticket creation

The reduction of manual processes ensures accuracy.

The development and application of AI has accelerated in recent years. For Sep Akkermans, Team Leader ICT Services & Relationship Management at The Service Centre (HSC), this was a reason to explore how AI could be utilised. HSC is a collaboration between GGD West-Brabant, GGD Hart voor Brabant (GGD HvB), RAV Brabant Midden-West-Noord, and GGD Noord, and the aim was primarily to optimise the intake process for faults and tickets, thereby improving service quality and freeing up more time for other tasks. The implementation of Azure OpenAI and Azure AI Speech now enables a fully automated process for recording and summarising phone calls with the service desk. A ticket with action points is then automatically created in Topdesk. This saves the IT service desk time, ensures all information is fully captured in the system, and puts the personal contact between the caller and the desk back at the centre.

We had already experienced earlier that SoftwareOne possesses a lot of expertise and that they think along, both when asked and unasked, to improve our organisation. This mindset, in our view, fits a strong partnership that has now existed for around 8 years. That’s why I approached SoftwareOne at the end of 2023 to address my question regarding.

Business case with own data

Together with SoftwareOne, we then built a Proof of Concept (PoC). SoftwareOne provided advanced automation solutions that enabled the recording and summarising of phone calls. As a result, the manual effort of our service desk was reduced and efficiency improved. The automated solution was then integrated with Topdesk for automatic ticket creation, making the intake process more efficient.

Throughout the entire implementation process, SoftwareOne provided advice and support to ensure that the solutions were tailored to the specific needs and objectives of The Service Centre. We deliberately carried out this business case within our own organisation and with our own data to ensure it was done securely. This business case clearly demonstrated within a few months that we can provide better service with AI and that we have more time for other tasks that make our work more interesting and enjoyable!"

When implementing AI within a team and organisation, internal support is crucial. Employees often wonder what AI will mean for their work. Within The Service Centre, AI will create space to do things differently. Thanks to AI, the service desk specialists will have more time to assist people with their IT problems, rather than just entering phone calls and creating tickets. This creates space for more human interaction, which is positive for both the employees and customer satisfaction.

"To successfully implement AI, the adoption capability within an organisation is essential, and ambassadors are key to this. The Service Centre initially conducted the test with one employee, but the rest of the team is also open to innovation. Together, we see opportunities to further deploy this technology, allowing the service desk to shift from 'incident resolution' to a proactive approach, where we can prevent faults and provide more explanations. And in this time of increasing financial challenges in healthcare, it is wise to explore the use of new resources. I know that many companies and organisations are looking into the use of AI for ticket registration, and there are many opportunities in this area for collaboration, testing, and learning."