South KoreaPublic sector2024 – ongoingNational Tax Service (South Korea)
AI voice counselling on the 126 tax helpline
South Korea's tax helpline reported connection success rising from 24% to 98% after AI voice counselling
Problem
Taxpayers struggled to reach telephone advisers, with connection success previously at 24%.
Approach
The National Tax Service introduced AI voice-recognition counselling in May 2024. The assistant gave tailored guidance and texted supporting information during calls. Callers could also speak to staff.
Results
Takeaway
AI handled most reported consultations while staff remained available. Connection success measured access to counselling, rather than the accuracy of tax advice.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
The government described the tax helpline's AI voice service. It reported connection success rising to 98% and AI handling 630,000 consultations, approximately 80% of the total.
Full details are in the original sources.