Source proof for UZ Gent builds a GenAI IT helpdesk chatbot on Microsoft Azure AI Foundry with Inetum

…Stories UZ Gent Pioneers AI in Medical Administration Customer Success Stories GenAI Chatbot Streamlines IT Helpdesk at UZ Gent UZ Gent is one of Flanders' largest hospitals, with 7,000 employees, 1,200 doct…

…ness Case "Innovation is a priority for us", says CIO Christiaan Polet. Partnering with Inetum, UZ Gent developed a custom chatbot using Microsoft Azure AI Foundry. The bot uses 500 pages of intranet data to provide instant answers. "Employ…

…ation Customer Success Stories GenAI Chatbot Streamlines IT Helpdesk at UZ Gent UZ Gent is one of Flanders' largest hospitals, with 7,000 employees, 1,200 doctors, and over 3,000 daily consultations. As a university hospital, it focuses on care, education, and research, supported by approximately 800 IT…

…supported by approximately 800 IT applications. With nearly all staff using IT, the helpdesk faced an increasing volume of 5,000 inquiries per month, leading to long wait times. UZ Gent sought a solution to reduce workload and a…

…th Inetum, UZ Gent developed a custom chatbot using Microsoft Azure AI Foundry. The bot uses 500 pages of intranet data to provide instant answers. "Employees who used to call immediately now get instant answers and source…

…from the bot" notes Bram van Groenigen, Head of ICT Infrastructure. Impact The chatbot now handles the majority of queries, with only 5-8% requiring human intervention. This allows the IT team to focus on complex tasks, improving both efficiency an…

…team to focus on complex tasks, improving both efficiency and job satisfaction. The hospital plans to expand this technology to HR and facility management desks. Request a contact Related success stories Clear Sort by Title Description Date…

…gië (Nederlands) Portugal (Português) Global (English) Insights Success Stories UZ Gent Pioneers AI in Medical Administration Customer Success Stories GenAI Chatbot Streamlines IT Helpdesk at UZ Gent UZ Ge…

…bitious migration to a single, centralized Microsoft 365 environment. Read more Data and AI - Healthcare and Life Sciences - Belgium - Success Stories GenAI Chatbot Streamlines IT Helpdesk at UZ Gent UZ Gent is one of Flanders' largest hospitals, with 7,000 employees, 1,200 doct…

…bitious migration to a single, centralized Microsoft 365 environment. Read more Data and AI - Healthcare and Life Sciences - Belgium - Success Stories GenAI Chatbot Streamlines IT Helpdesk at UZ Gent UZ Gent is one of Flanders' largest hospitals, with 7,000 employees, 1,200 doct…

…care, education, and research, supported by approximately 800 IT applications. With nearly all staff using IT, the helpdesk faced an increasing volume of 5,000 inquiries per month, leading to long wait times. UZ Gent sought a solution to reduce workload and accelerate ticket resolution. Published : 24/02/2026 Building a Secure and Scalable GenAI Framework for Hospi…

…ness Case "Innovation is a priority for us", says CIO Christiaan Polet. Partnering with Inetum, UZ Gent developed a custom chatbot using Microsoft Azure AI Foundry. The bot uses 500 pages of intranet data to provide instant answers. "Employees who used to call immediately now get instant answers and source…

…hatbot into a production-ready framework, already embedded in daily operations. By relying exclusively on validated internal knowledge sources, the framework enables UZ Gent to accelerate conversational workflows linked to…

…d without increasing operational complexity or risk. To address this challenge, the hospital adopted a structured, framework-based approach to generative AI, designed to deliver controlled, secure and repeatable outcomes in a regulated…

…from the bot" notes Bram van Groenigen, Head of ICT Infrastructure. Impact The chatbot now handles the majority of queries, with only 5-8% requiring human intervention. This allows the IT team to focus on complex tasks, improving both efficiency and job satisfaction. The hospital plans to expand this technology to HR and facility management desk…

…team to focus on complex tasks, improving both efficiency and job satisfaction. The hospital plans to expand this technology to HR and facility management desks. Request a contact Related success stories Clear Sort by Title Description Date…

…Stories UZ Gent Pioneers AI in Medical Administration Customer Success Stories GenAI Chatbot Streamlines IT Helpdesk at UZ Gent UZ Gent is one of Flanders' largest hospitals, with 7,000 employees, 1,200 doct…

…r controlled, secure and repeatable outcomes in a regulated healthcare context. Built on Microsoft Azure AI Foundry and supported by Inetum’s implementation expertise, the solution moved beyond a standalone chatbot into…

…from the bot" notes Bram van Groenigen, Head of ICT Infrastructure. Impact The chatbot now handles the majority of queries, with only 5-8% requiring human intervention. This allows the IT team to focus on complex tasks, improving both efficiency an…

…undry. The bot uses 500 pages of intranet data to provide instant answers. "Employees who used to call immediately now get instant answers and source links from the bot" notes Bram van Groenigen, Head of ICT Infrastructure. Impact The chatbot n…