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Case Study

NHS 24

Enabling NHS 24 to rapidly scale to meet huge spikes in enquiries during COVID-19


more effective than other NHS 24 chatbot functions


click through rate to the NHS 24's site


queries answered in the first 30 days



NHS 24 is Scotland's national telehealth and telecare organisation. This special health board runs a telephone advice and triage service that covers the out-of-hours period.


  • Contact centre employees were struggling to respond to huge peak in call volumes during COVID-19.
  • NHS 24 needed a new way to scale to meet demand and get accurate information to more patients, fast.

Services Delivered:

No items found.

As Scotland’s national provider of telephone and digital-based services, NHS 24 has been at the forefront of providing information and care for people worried about coronavirus. 

The organisation was struggling to respond to a huge peak in  telephone enquiries during the COVID-19 pandemic, and needed to find a new way to give people timely access to accurate information and advice.

No items found.

“It’s been such a pleasure working with such a diverse and talented group of people, all focused on delivering this option to people with questions about coronavirus. We’re grateful to all the teams for making this happen and the chatbot is a great addition to the NHS Inform website.”

Louise Bennie
Head of Digital, NHS 24

The solution

To support NHS 24 in scaling to meet demand and give more worried patients access to accurate information, faster, Ensono Digital designed and deployed a multi-channel chatbot. 

Conceived by Cancer Central, the 'Ask Ave' chatbot was built using the Microsoft Bot Framework and SMS texts by Twilio.

Information shared by the chatbot is updated by NHS 24’s clinical team to ensure patients have access to the very latest official information and guidance. We delivered training to this team, embedding new skills and ways of working.

We turned a working prototype around in 24 hours and Ave went live just a few weeks later, providing a fast, reliable and secure new way to deliver information to patients.

The benefits

50% click through rate

to the NHS Inform site, taking pressure off over stretched contact centre teams

40,000 queries answered

in first 30 days, using clinically approved information from NHS 24

3x more effective

than other live chatbot functions

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