The promise of conversational artificial intelligence. Chatbots and virtual assistants are powered by natural language processing, AI, and process automation.

1. FortheRevenueAgencyWorkforce
THEPROMISEOF
CONVERSATIONALAI

2. 2
THEPROMISEOF
CONVERSATIONAL
ARTIFICIAL
INTELLIGENCE
Copyright 2018 Accenture. All rights reserved.
Chatbots & Virtual Assistants are powered
by natural language processing, AI, and
process automation. They can free workers
from low-end, repetitive tasks and allow
them to focus on high-value, human centric
tasks to improve outcomes for people.
20%
Reduction in low-end,
repetitive tasks – a full
day a week – for workers.
How would you use that extra capacity?

3. 3Copyright 2018 Accenture. All rights reserved.
Greater
personalization
for real
individual or
business needs
Faster, more
accurate answers
for citizens
IMPROVEMENTSFORTAXPAYERS
AIWILLENABLEAMORECUSTOMERCENTRICSERVICE:
Reduced waiting
time in call
queues
Superior
customer
service

4. 4Copyright 2018 Accenture. All rights reserved.
OPPORTUNITIESFORWORKERS
THEAUGMENTEDWORKPLACEWILLENABLE:
More
empowerment
and time spent
on interesting
tasks
Faster task
completion rates
Better staff
satisfaction
and retention
Raising service
delivery
efficiency

5. 5Copyright 2018 Accenture. All rights reserved.
PERFORMANCEENHANCEMENTS
COMPLIANCEANDSERVICEWILLIMPROVETHROUGH:
Better
prompting of
taxpayers
Improved
targeting via
messages and
support
Enhanced
ability to
identify
complex audit
risks
Ability to
automate simple
correspondence
audits

6. 6
Always-available virtual advisers will engage and support
taxpayers, delivering easy and personalized services.
Any simple query can be dealt with by conversational AI, such as
identifying an individual’s tax number, information on when a
refund will be paid out or finding out if a tax deadline is
approaching.
Copyright 2018 Accenture. All rights reserved.
CONVERSATIONAL AI
HELPINGTAXPAYERS
MAKING IT REAL:
Accenture and the Irish Office of the Revenue
Commissioners have piloted a voice-driven Virtual Digital
Assistant to recognize and respond to phone queries
about tax clearance certificates and, in some cases, to
process applications for those certificates.

7. 7
Bots work alongside employees to automate
standard processes and to provide informational support
when speaking to taxpayers.
AI will provide the opportunity to reskill the workforce, moving
workers away from routine tasks to focus on higher-value, more
rewarding activities.
Copyright 2018 Accenture. All rights reserved.
CONVERSATIONAL
AIHELPINGEMPLOYEES
MAKING IT REAL:
For revenue agency workers it is often difficult to quickly
locate relevant information when speaking to a taxpayer. Bots
can help the workforce to instantly get access to the
right information, creating a more personalized experience for
the taxpayer. This can also be valuable in augmenting the training
of new employees.

8. 8
AIISHERE–GETREADY
Copyright 2018 Accenture. All rights reserved.
67%
of taxpayers would be
interested in using a "digital
tax agent" to pay their taxes
We spoke to taxpayers from around the world about
using AI to help with paying their taxes...

9. 9
WHAT SHOULD YOU DO NEXT?
BUILD THE RIGHT FOUNDATIONS...
LEARN
Seek opportunities to
deploy AI
EXPERIMENT
Identify pilots for AI
BUILD
Build processes and skills
to deliver AI solutions
Copyright 2018 Accenture. All rights reserved.

10. 10
WHAT SHOULD YOU DO NEXT?
...THEN SCALE
HAVE THE
RIGHT DATA
Design a big data
strategy and supporting
architecture
Engineer a flexible data
model and virtualize
content
Integrate with the
larger citizen data
ecosystem
INVEST IN
CAPABILITIES
Map the service delivery
value chain with relevant
AI usage scenarios
Build AI capabilities as a
platform
Train and improve AI
platform’s self-learning
abilities
SKILLS AND
CULTURE
Define an AI governance
model
Build a multidisciplinary
workforce with skills in
business analytics and AI
Aim for fine-tuned AI
capabilities within an
agile, insight-driven
digital organization
Copyright 2018 Accenture. All rights reserved.

11. 11Copyright 2018 Accenture. All rights reserved.
To learn more about conversational
AI implementation, contact:
DAVID REGAN
Managing Director, Global
Revenue Lead
david.regan@accenture.com
linkedin.com/in/davidreganaccenture
twitter.com/David_M_Regan
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