Taxpayer Service Chatbot
A state revenue agency deployed an AI chatbot to resolve taxpayer inquiries 24/7, cutting call volume and improving satisfaction.
A state revenue agency handled over 500,000 calls per year, with long wait times during tax season and high rates of abandoned calls. Most inquiries were repetitive questions about filing status, payment deadlines, refund tracking, and form downloads. The agency partnered with Vitosha to deploy an AI-powered chatbot on the state’s website and mobile app, providing instant, accurate answers and deflecting volume from the call center.
Overview
A state revenue agency handled over 500,000 calls per year, with long wait times during tax season and high rates of abandoned calls. Most inquiries were repetitive questions about filing status, payment deadlines, refund tracking, and form downloads.β¦
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Impact Metrics
40%
Call Center Reduction
24/7
Availability
92%
Satisfaction
Tech Stack
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