LatviaPublic sector2020 – ongoing

State Revenue Service

Tom AI chatbot for taxpayer questions

Latvia's tax service introduced an AI chatbot that answered 14,317 questions during initial testing

WorkingCompany's own claim

Problem

Taxpayers needed answers outside office hours. Service specialists also handled common questions that could compete with more complicated inquiries.

Approach

The State Revenue Service introduced Tom on its website on January 2, 2020. Built through the Hugo.lv public administration language platform, the AI chatbot answered common questions in Latvian. Initial coverage included business registration and electronic tax declarations.

Results

14,317questions answered during testing from January 2–14, 2020, according to the tax administration's accountCompany's own claim[1]

approximately 1,000daily users reported in March 2020Company's own claim[1]

Takeaway

Tom extended access to routine tax information beyond office hours. The reported usage figures did not measure answer accuracy or staff time saved.

Sources

The Latvian tax administration has a virtual assistant – Tom
Intra-European Organisation of Tax Administrations9 Mar 2020Government publication

Source summaries

[1]Intra-European Organisation of Tax Administrations9 Mar 2020

IOTA published Latvia's account of Tom's launch through Hugo.lv. It reported 14,317 test-period answers and approximately 1,000 daily users afterward.

Full details are in the original sources.

Added 1 Nov 2026 · Updated 1 Nov 2026