GermanyPublic sector2022 – ongoingFederal Central Tax Office
ViOlA tax enquiry and identification-number form assistant
Germany's Federal Central Tax Office used ViOlA to answer 2,500 to 3,000 daily enquiries, Materna reported
Problem
The Federal Central Tax Office received repeated enquiries about tax identification numbers. Citizens also needed help entering identity-document details into the request form.
Approach
Materna developed ViOlA with the office and federal partners. Citizens could ask questions and complete the identification-number request through the assistant. It explained required fields and could fill the form during the conversation.
Results
Takeaway
ViOlA connected answers to a specific administrative transaction. Its reported enquiry volume did not establish how much staff time it saved.
Categories
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Materna described ViOlA's enquiry handling and assistance with identification-number requests. It reported between 2,500 and 3,000 enquiries daily.
The federal government's response listed ViOlA among deployed chatbots in its account of government AI applications. It confirmed that the form assistant supported identification-number requests and said the chatbots had not yet been evaluated.
Full details are in the original sources.
