Former Zoom Executive on EBO’s AI for the NHS

Ash Thornley-Davies, former Healthcare Account Executive at Zoom and now Healthcare Account Director at EBO, is no stranger to digital transformation. But unlike many solutions that promise results “someday,” Ash is sharing how conversational AI is making an impact right now in NHS Trusts, with real patients and staff.

As Ash puts it, “Right now, too much NHS time and money is getting tied up in missed appointments, phone line backlog and repetitive admin. Patients are getting stuck in loops, staff are stretched thin and whilst everyone’s agreeing that digital is the answer, not everyone has the time or resource to actually implement it.”

At EBO, we’ve been working closely with NHS Trusts to tackle some of the most pressing challenges facing healthcare teams today. Challenges like overwhelming admin, missed appointments, and phone line backlogs. Things that drain staff time and frustrate patients.

And we’re doing it through conversational AI but in a very human, practical way.

Through our conversational AI platform, we help automate:

📅 Appointment bookings
📲 Pre-screening questionnaires
🔔 Reminders and follow-ups
❓ Answering routine patient queries

A Smart Layer That Works

“[EBO] is not here to replace systems”, Ash explains. “Think of us as a smart layer that sits on top, automating bookings, sending reminders, and answering queries 24/7, via channels patients already use: WhatsApp, SMS, or your website.”

Real Results, Across the NHS

Ash gives tangible results from NHS Trusts which have already implemented EBO’s solution to automate processes.

By implementing EBO’s Intelligent Patient Portal, NHS Trusts have seen:

65%+ patient engagement
30% DNA reduction
70% of routine queries fully automated
94%+ satisfaction from patients

🔹 Somerset NHS Foundation Trust

In just 12 weeks, EBO’s assistant handled over 800 appointment bookings, saving 136 hours of admin time. At just 30% rollout, that scales to 600 hours a week — the equivalent of 17 staff members, or £450K in annual savings. Patients responded too, with 86% satisfaction and over 1,000 monthly interactions.

🔹 Midlands Partnership NHS Foundation Trust

EBO’s AI assistant is delivering exceptional patient experience, achieving a 92% satisfaction rate. It’s helping teams reduce repetitive admin and deliver faster, more consistent digital access to services, without adding to their workload.

🔹 Lancashire and South Cumbria NHS Foundation Trust

In collaboration with The Access Group, Lancashire and South Cumbria NHS Foundation Trust, is set to roll out EBO’s 2nd generation Intelligent Patient Portal (IPP) that will deliver a patient-centric experience with AI-powered two-way conversation. EBO will support the Trust to automate patient facing processes end-to-end to improve care, increase staff productivity and reduce operational costs. Read more here.