H&R Block Implement an Artificial Intelligence Solution

eGain have announced that the tax preparation company H&R Block has selected eGain Solve to automate service and sales interactions for taxpayers at scale. The solution will be used to power H&R Block’s new Ask a Tax Pro service.

According to a 2018 Accenture global survey, 70% of taxpayers said they would use AI to improve the accuracy of tax filings. In the same survey, 40% of respondents reported making a filing error in the last 24 months.

As the market leader in tax preparation services, H&R Block wanted to provide high-quality DIY and advisor-assisted experiences at scale using AI, Machine Learning and Virtual Assistance.

H&R Block selected eGain based on the company’s solution capabilities, domain expertise and a successful POC.

The company will activate eGain Virtual Assistant, eGain SuperChat, and eGain Cobrowse to enable a smooth, smart self-service journey for taxpayers, with escalation, when needed, into the eGain Advisor Desktop.

“H&R Block is committed to continual innovation that lets us provide an easier, simpler experience for those customers who want to do their taxes online,” said Heather Watts, senior vice president and general manager of digital at H&R Block.

“Our work with eGain will help ensure Ask a Tax Pro delivers expertise with the convenience our DIY clients need.”

Ashu Roy, eGain CEO, added: “We are delighted to help H&R Block deliver innovative AI-guided service to time-starved taxpayers.” 

Author: Robyn Coppell