IOTA Webinar on The Use of Artificial Intelligence to Increase the Quality of Call Centre Advice to Taxpayers and Improve Call Centre Analytics
On March 26, 2025, IOTA broadcast an insightful live webinar titled ‘The Use of Artificial Intelligence to Enhance Call Centre Advice for Taxpayers and Improve Call Centre Analytics’ from the IOTA Studio in Budapest, Hungary. The event engaged over 230 tax officials from 34 IOTA member tax administrations.
The integration of Artificial Intelligence (AI) in educating, consulting, and providing information to taxpayers is increasingly significant in today's digital world. As technologies advance, there is a growing demand for innovative methods to improve efficiency, outcomes, and fair access to information. Traditional educational approaches often fail to accommodate the diverse learning styles and paces of individuals. AI can facilitate personalised learning experiences and streamline administrative processes. The rise of online learning platforms has sped up the adoption of these technologies, enhancing educational accessibility. When it comes to consulting, organisations are relying more on data analysis for decision-making. AI's capability to process and analyse large datasets can uncover insights that human analysts may overlook, thereby saving valuable time.
This webinar aimed to examine how tax administrations can practically implement AI for educating, consulting, and informing taxpayers. It included specific implementation steps, applications, technical solutions, challenges encountered, and featured presentations from IOTA members of Portugal and Sweden, along with the Contact Centre Management Association (CCMA).
The event commenced with welcome remarks from the IOTA Secretariat. The first session featured a presentation by Steven Yap, Research Director at the Contact Centre Management Association, who provided insights into the use of AI in the wider Contact Centre environment. This was followed by presentations from IOTA countries detailing some of the AI tools being utilised by tax administrations to bolster taxpayer assistance within call centre operations.
- Portugal: AI-Powered Chatbot for Taxpayer Assistance in Call Centre Operations by Antonio Neves Lopes;
- Sweden: Implementing AI to Generate Written Responses to Queries by Gintare Grigonyte.
The webinar served as a great platform for professionals across various sectors to connect, exchange experiences, and explore potential collaborations. Each session featured a Q&A session, with numerous questions from the audience. All materials and presentations are now available online on the event’s webpage, with the video recording set to be released soon. This webinar was led by IOTA International Taxation Expert Jonathan Heath with support from his colleague Ivana Donchevska.
