Ireland Employs AI in Tax Call Centre

September 11, 2018 Taxation in Ireland

AI taxDUBLIN – Irish taxpayers will soon be chatting to robots to get basic information about their taxes.

The Office of the Revenue Commissioners of Ireland has announced that it is working on a new project to introduce artificial intelligence to its call centres to provide virtual assistance to taxpayers.

The new pilot project will involve the use of voice recognition technology to understand the requests and questions of taxpayers calling the tax authority.

It is hoped that the system will provide more effective and quicker delivery of routine information to callers.

The AI system is not yet intended to replace call centre staff dealing with individualised and complex queries.

Commenting on the implication of implementing the new technology, the CIO of the Office of the Revenue Commissioners, John Barron, said: “…we recognize the potential benefits of artificial intelligence tools and believe this pilot will help us to identify innovative ways to improve taxpayer interaction and operational efficiency.”

According to the results of surveys conducted by the technology company behind the AI, Accenture, nearly 70 per cent of Irish taxpayers would be happy to make use of AI to improve the accuracy of their tax filing.