Intuit Supercharges Virtual Expert Platform with AI Enhancements to Streamline Expert-Assisted Tax Filing
01 Fevereiro 2023 - 10:30AM
Business Wire
Intuit’s platform behind TurboTax Live connects
people to experts and helps build customer confidence, while
driving personalized experiences at scale and reducing tax filing
time
Intuit (Nasdaq: INTU), the global financial technology platform
that makes TurboTax, Credit Karma, QuickBooks, and Mailchimp, has
introduced artificial intelligence (AI) enhancements for its
Virtual Expert Platform to drive highly-personalized experiences,
connecting consumers with experts and reducing tax filing time with
its portfolio of TurboTax Live products.
As an AI innovator and industry leader serving more than 100
million consumer and small business customers worldwide, Intuit
incorporates AI technologies—including machine learning, natural
language processing, and knowledge engineering—to seamlessly blend
digital and live human experts on the platform behind the company’s
TurboTax Live and QuickBooks Live products and services.
For the 2022 tax season, a combination of AI automation and
augmentation is benefiting taxpayers and tax professionals alike.
Now, with TurboTax Live Full Service, customers can be matched
immediately to a tax expert from Intuit’s nationwide network to
complete tax preparation from start to finish in a single session,
rather than over the course of a few days.
“This tax season, AI will supercharge experts and experts will
supercharge AI, helping to deliver advice at scale for customers
and experts,” said Intuit Chief Data Officer Ashok Srivastava.
“Intuit offers augmented intelligence that sits on the shoulders of
its experts. With each interaction, our platform gets smarter,
driving further automation of repetitive tasks, increasing
accuracy, and allowing experts to focus on providing faster value
to customers. Our goal is to cut filing times substantially by
streamlining consumer and expert experiences with TurboTax Live
Full Service.”
Enhanced and optimized AI advancements include:
- Sophisticated AI models that accelerate and optimize
real-time matching and routing of customers to the right expert
at the right time, tailored to customers’ specific needs and
experts’ profiles, capacity, and past performance.
- Intelligent digital assistance tools to more quickly and
effectively deliver personalized experiences, such as automating
repetitive tasks to save time and drive efficiencies throughout the
tax filing process. For example, AI-powered document understanding
tools extend the ability to extract and categorize data from forms,
improve the identification, classification and placement of data in
the correct fields, and intelligently auto-populate tax form
information and suggestion functions from customer-provided
documents. This frees up the tax expert from administrative, manual
extraction, classification and transcription work to focus on
value-added services for customers. For a deeper personalized
experience, AI-powered tools also improve and fine-tune responses
and answers to questions posed by customers looking for fast,
digital expertise.
- Real-time information and suggestions during customer
conversations, on a voice call or on chat, based on consented
customer data, previous and current conversations, and in-product
activity. These enhancements provide experts with a wealth of
knowledge — including article recommendations, auto-complete
suggestions and response snippets to choose from – that put
information at their fingertips for accurate and quick resolutions
during customer engagements, while automating smaller requests and
responses.
- Real-time conversation summary features that enhance
expert engagement and customer follow-up with real-time summaries
of a customer’s journey and touchpoints for quick reference.
Automation of call summaries and note-taking captures questions,
actions, and resolutions for each engagement. The new features also
score the quality of the call and predict the likelihood of
resolution.
Intuit’s Virtual Expert Platform is one example of how Intuit is
fueling innovation through a common financial technology platform
architecture shared by all of the company’s products and solutions
to accelerate innovation at scale for its consumer and small
business customers.
About Intuit
Intuit is the global financial technology platform that powers
prosperity for the people and communities we serve. With more than
100 million customers worldwide using TurboTax, Credit Karma,
QuickBooks, and Mailchimp, we believe that everyone should have the
opportunity to prosper. We never stop working to find new,
innovative ways to make that possible. Please visit us for the
latest information about Intuit, our products and services, and
find us on social.
This information is intended to outline general product
direction, but represents no obligation and should not be relied on
in making a purchasing decision. Additional terms, conditions and
fees may apply with certain features and functionality. Eligibility
criteria may apply. Product offers, features, functionality are
subject to change without notice.
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Bruce Chan bruce_chan@intuit.com
Intuit (NASDAQ:INTU)
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