JapanPublic sector2020 – ongoingNational Tax Agency
AI chatbot for online tax consultation
Japan's tax consultation chatbot received 4.2 million questions in 2021
Problem
Taxpayers needed an easier way to find tax information outside staffed consultation hours.
Approach
The agency began a chatbot trial in October 2020 and formally introduced it in 2021. Users selected questions from a menu or entered text, and AI supplied answers. The service complemented the agency's existing online tax information.
Results
Takeaway
Question volume showed use of the consultation channel. It did not measure answer accuracy or reductions in staff workload.
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
Japan's contribution described an AI chatbot for online tax consultation. It reported 4.2 million questions in 2021, more than 10 times the trial volume in 2020.
Full details are in the original sources.
