United StatesProfessional services2023 – ongoingH&R Block
AI Tax Assist for online tax filers
H&R Block introduced AI Tax Assist inside its online filing workflow
Problem
Customers left the tax application to research questions, and some did not return. Others worried about deductions and whether they had entered information correctly.
Approach
H&R Block worked with Microsoft to build AI Tax Assist using Azure OpenAI Service. Released in December 2023, it answered tax questions and supplied navigation guidance within online filing. Human tax professionals remained available for additional help.
Results
No published figures
Takeaway
The assistant placed help within the filing process. Reported positive feedback and increased usage did not establish a quantified reduction in filing time.
Categories
- Size
- Large enterprise
- Industry
- Professional services
- Business function
- Customer service
- Innovation type
- Product and service innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
Microsoft described H&R Block's development and release of AI Tax Assist. H&R Block executives reported positive customer feedback and increased usage during the 2024 tax season.
Full details are in the original sources.