tech
HMRC Taps Capgemini to Revamp Taxpayer Services with AI
The UK tax authority is transforming customer operations with an AI-driven digital platform to modernise taxpayer services & streamline digital operations
TL;DR
- HMRC is partnering with Capgemini, NiCE, and Route 101 to transform its customer operations.
- The transformation involves consolidating legacy systems into a unified, cloud-native platform powered by AI.
- The goal is to modernize taxpayer services, streamline digital operations, and enhance customer experience.
- NiCE CXone, an AI-powered customer experience platform, will be deployed on a UK sovereign cloud.
- Benefits for taxpayers include intuitive service, reduced waiting times, self-service options, and personalized experiences.
- HMRC colleagues will receive improved tools and real-time information for more effective query handling.
- Targeted support will continue for digitally excluded individuals, vulnerable circumstances, or complex enquiries.