IrelandPublic sector2024 – ongoing

Revenue (Irish Tax and Customs)

AI query routing, staff LLM assistant and call summaries

Irish Revenue raised the share of taxpayer queries sent to the right department from 70% to 98% with AI

WorkingCompany's own claim

Problem

Taxpayers picked a topic from a drop-down menu, and many queries landed with the wrong department. Staff answering phone and online queries also had to search through large volumes of guidance.

Approach

Revenue replaced the menu with a free-text box and let AI decide which department answers. It built an internal assistant, trained on its own curated guidance, for all 7,000 staff; the assistant links to its sources so staff can check answers. Calls are recorded and transcribed, and AI drafts a summary that the call handler approves. Revenue says AI supports staff and does not make tax decisions.

Results

70% to 98%share of queries routed to the correct department, as stated by Revenue and reported by Global Government ForumCompany's own claim[1]

7,000staff with access to the internal assistantCompany's own claim[1]

Takeaway

Revenue improved query routing while keeping people responsible for every tax decision.

Sources

The tAIxman: how AI is transforming Ireland's revenue collection
Global Government Forum2 Jan 2025News article

Source summaries

[1]Global Government Forum2 Jan 2025

Irish Revenue uses AI to route free-text queries, assist 7,000 employees and draft call summaries. It reports that correct routing rose from 70% to 98%. It is also developing tools to draft tax manuals.

Full details are in the original sources.

Added 25 Oct 2026 · Updated 25 Oct 2026