SingaporePublic sector2023 – ongoingInland Revenue Authority of Singapore
VICA chatbot for taxpayer enquiries and transactions
IRAS reported positive ratings from 70% of taxpayers who used its VICA bot
Problem
Taxpayers needed quick answers about outstanding tax and payment status. Routine requests also included restoring GIRO plans and seeking penalty waivers.
Approach
IRAS launched its Virtual Intelligence Chat Assistant bot in February 2023. Taxpayers could check account information and submit common transaction requests through the bot. IRAS separately described work with GovTech to improve its understanding of user intent.
Results
Takeaway
The bot combined account enquiries with transaction requests. The positive rating measured user feedback rather than accuracy or the share of requests completed without assistance.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
Source summaries
IRAS described the February 2023 launch of VICA for tax and payment-status enquiries, GIRO requests and penalty waivers. It reported positive ratings from 70% of taxpayers who had used the bot and described further development with GovTech.
Full details are in the original sources.
