LOTI Show & Tell: Boosting digital channel uptake using AI and behavioural science

Join Kate Lambe (Health Innovation Network) and Andrew Cox (NHS England London) to discover how a behaviourally-informed redesign of the NHS 111 automated messaging service successfully boosted digital channel uptake by 7–12%.

This show-and-tell will reveal how eligible callers were nudged toward digital options to help manage the 111 system demand, while keeping the patient experience and clinical safety at the heart of the service.

Join us to see the real-world trials and collaborative methods behind this transformation.

What to expect:

• Real-world outcomes: see how simple, zero-cost messaging changes drove a significant 7–12% shift to digital pathways.
• Behavioural insights in practice: learn how behavioural science can nudge residents toward more efficient service routes.
• The implementation journey: walk through our step-by-step process and the practical lessons we learned while redesigning our communications.

This session is aimed at all colleagues working in digital and transformation tasked with channel shift work, as well as any colleagues interested in seeing behavioural science in practice.

Who can attend this workshop? 

To attend this workshop you must be a council officer working for a LOTI member. Visit our website to see our membership.

About the show-and-tell hosts

• Health Innovation Network; are the health innovation adoption experts. There are 15 health innovation networks across England, established by NHS England in 2013 to spread innovation at pace and scale – improving health and generating economic growth.
• NHS England - London is working together to provide the best possible care for all Londoners. Our work involves supporting 32 trusts, and five Integrated Care Boards (ICBs) to ensure that together we provide excellent services that meet the needs of patients.

About LOTI

LOTI is London local government’s collaborative innovation team. We help London borough councils and the GLA use innovation, data and technology to be high performing organisations, improve services and tackle London’s biggest challenges together. For more information, visit our website

If you have any issues registering for a ticket kindly email contact@loti.london.