{"slug":"uz-gent-builds-a-genai-it-helpdesk-chatbot-on-microsoft-azure-ai-foundry-with-inetum","url":"https://findausecase.com/use-cases/uz-gent-builds-a-genai-it-helpdesk-chatbot-on-microsoft-azure-ai-foundry-with-inetum","title":"UZ Gent builds a GenAI IT helpdesk chatbot on Microsoft Azure AI Foundry with Inetum","description":"UZ Gent, a Flemish university hospital with 7,000 employees, faced about 5,000 IT helpdesk inquiries per month. With Inetum it built a custom chatbot on Microsoft Azure AI Foundry using 500 pages of intranet data, relying only on validated internal knowledge sources. The source states the chatbot handles the majority of queries with only 5-8% requiring human intervention, and the hospital plans to extend it to HR and facility management desks.","company":"UZ Gent","industry":"Healthcare","country":"Belgium","aiCapabilities":["Generative AI","Conversational AI"],"technology":["Microsoft Azure AI Foundry"],"deployment":"Unknown","problemStatement":"With nearly all staff using IT, UZ Gent's helpdesk faced an increasing volume of 5,000 inquiries per month, leading to long wait times. The hospital sought a solution to reduce workload and accelerate ticket resolution.","solutionApproach":"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 with source links, relying exclusively on validated internal knowledge sources within a structured, framework-based approach to generative AI.","businessValue":"According to the source, the chatbot now handles the majority of queries, with only 5-8% requiring human intervention, which lets the IT team focus on complex tasks and improves efficiency and job satisfaction. The hospital plans to expand the technology to HR and facility management desks.","evidence":{"band":"high"},"sourceUrl":"https://www.inetum.com/global/en/insights/success-stories/uz-gent-ai-pioneers-medical-administration.html","dates":{"publishedAt":"2026-11-06T05:45:45.570Z","publishedAtSource":"pipeline","updatedAt":"2026-11-06T05:45:45.570Z"},"license":"Open for reading and citing with a link to https://findausecase.com/use-cases/uz-gent-builds-a-genai-it-helpdesk-chatbot-on-microsoft-azure-ai-foundry-with-inetum. Bulk republication requires permission."}