Government and Public Entities
Connecting with citizens
How a government entity in LATAM upgraded its tax service with chatbots and omnichannel technology
- Industry
- Public Sector
- Technology
- AI Agents
- Chatbot
- Omnichannel Contact Center
Client
This government entity is responsible for overseeing tax and customs operations, ensuring that both individuals and businesses comply with their tax obligations in a Latin American country characterized by a population density of 64 inhabitants per square kilometer.
Description
Over the past few years, a government entity in Latin America has significantly transformed its tax services through an innovative omnichannel strategy. By bringing citizen services in-house and integrating cutting-edge technologies such as an Omnichannel Contact Centre and intelligent chatbots, the agency has enhanced its engagement with taxpayers. This strategic approach has led to improved efficiency and greater satisfaction by aligning services with the evolving needs of users.
Tasks
- Administration of the taxpayer registry and issuance of electronic invoices.
- Supervision of tax compliance of individuals and companies.
- Online services to facilitate compliance with tax obligations and the filing of tax returns.
How this entity transformed its tax service
This entity transformed its tax service over the last few years through an innovative omnichannel strategy.
On the one hand, they internalized their citizen service and, on the other, they adopted technologies such as Omnichannel Contact Center and intelligent chatbot.
Improved connectivity
Achieved a more effective connection with taxpayers
Reduced time
Improved efficiency and thus user satisfaction
Adaptation to demands
Tailor-made solutions to meet current user needs
What was the challenge?
The citizen service operations of this agency were initially outsourced to an external provider call center. Here, inquiries made via telephone or chat were directed to a team of agents who addressed them on a personal and individual basis. Unfortunately, this model resulted in low user satisfaction due to extensive wait times for responses and was economically inefficient for the entity, as it led to high operational costs without a commensurate increase in productivity. The system’s inability to manage the entire volume of user requests meant that some taxpayers could not complete their tax returns due to insufficient support.
At the project’s outset, the organization proposed to internalize the user support service. Their goal was to offer an efficient service at reduced costs and to enhance user satisfaction. They also planned to establish an omnichannel support system that could handle any inquiry, irrespective of the communication channel used. This shift was expected to lead to a more effective service that better met user demands, improved service and response times, increased the productivity of customer service specialists, reduced operating costs, and enabled the automation of customer service 24 hours a day.
“They started from a scenario that led some taxpayers not to finish their return process due to lack of support in the process”
Solution implemented
Following an extensive analysis of the existing challenges, an omnichannel strategy was developed to provide high-quality customer service across various platforms. This comprehensive approach involves two key implementations:
First, the integration of inConcert technology within the organization’s own Contact Centre allows for efficient management of inquiries across multiple channels, including telephone, SMS, social media, and chat.
Additionally, an intelligent and automated chatbot equipped with Natural Language Processing (NLP) and Artificial Intelligence (AI) has been deployed. This bot is designed to autonomously handle a large volume of interactions, while more complex inquiries requiring human intervention are seamlessly transferred to the Contact Centre for personalized assistance.
Demonstrated results
-
Attention capacity
Increase
+73%
-
Interactions after chatbot
Increase
+147%
-
Monthly inquiries handled automatically
Total
200.000
-
inquiries handled by SM
Increase
+450%
-
Time taken to dale with inquiries
Reduction
<7min
-
Management costs
Reduction
<86%
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Solutions implemented
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