The Digital Revolution

HMRC's efforts to modernise tax-related services with digital solutions face significant challenges, according to a recent report by the ACCA. The report highlights that HMRC’s generative AI chatbot, launched in November last year, is functioning less than 50% of the time and has a resolution rate of only 21%. This is a notable decline from earlier trials, where over two-thirds of users found the chatbot helpful. The recent survey showed nearly 89% of users experiencing poor service levels.

Despite this setback and the ongoing reduction of HMRC helplines and phone support affecting businesses and accountants, HMRC remains committed to exploring new ways to provide answers. The digital revolution within HMRC is expected to continue, as they work to address the issues and improve their services.