[{"data":1,"prerenderedAt":705},["ShallowReactive",2],{"uc-tax-questions-and-filing-assistant":3,"uc-regulations":504},{"useCase":4,"evidence":204,"blitsAiDeployments":357,"benchmarks":358,"indicative":383,"related":386,"indexability":502,"includeUnpublished":210},{"title":5,"shortTitle":6,"seoTitle":7,"metaDescription":8,"status":9,"definition":10,"aliases":11,"industries":16,"functions":18,"patterns":22,"channels":27,"audience":32,"autonomy":33,"adoptionStage":34,"problem":35,"problemStats":36,"howItWorks":37,"valueDrivers":38,"kpis":43,"indicativeValue":50,"macroEstimates":84,"feasibility":85,"implementation":97,"risk":140,"blitsAi":180,"faq":182,"related":192,"datePublished":198,"dateModified":198,"lastVerified":199,"changelog":200,"slug":203},"AI assistant for tax questions and filing support","Tax questions and filing assistant","AI assistant for tax questions and filing","Tax authorities use AI assistants for refund, payment and filing questions. HMRC logged 5.48 million interactions in 2024/25; IRS voice bots took 3 million calls.","published","An AI assistant that answers taxpayers' questions about taxes, deadlines, refunds and payments, lets authenticated taxpayers check their status or set up a payment plan within set rules, and guides them through filing, while assessments, penalties and disputes stay with the tax authority's staff and systems.",[12,13,14,15],"tax authority chatbot","taxpayer virtual assistant","tax voice bot","tax filing chatbot",[17],"government",[19,20,21],"citizen-services","customer-service","finance-and-accounting",[23,24,25,26],"conversational-agent","voice-agent","rag-knowledge-assistant","classification-and-routing",[28,29,30,31],"web-chat","voice","mobile-app","whatsapp","customer-facing","supervised-agent","mainstream","Tax authorities face sharply seasonal demand. Around filing deadlines and after\nevery policy change, phone lines and webchat fill with the same questions: where is my refund,\nhow do I get a reference number, can I pay in instalments, what does this notice mean. Long waits\npush people to give up, file late or file wrongly, which creates more work later in compliance\nand correspondence.\n\nThe questions are repetitive but the stakes are not trivial: a wrong answer about a deadline or a\nrelief can cost the taxpayer money. That is why the tax authority assistants on this page (HMRC's\ndigital assistant and the IRS voice bots and chatbots) classify intent and return approved\ncontent, and add authenticated actions such as payment plans only behind identity checks.",[],"1. **Recognise the intent.** The assistant classifies the question (refund status, payment plan,\n   notice, registration, how to file) on chat or on the phone.\n2. **Answer from approved content.** General questions get answers written or approved by the tax\n   authority, with links to the guidance; unclear questions get a choice of likely meanings.\n3. **Authenticate for account questions.** For refund status, balance or a payment plan, the\n   taxpayer verifies identity (shared secrets, PIN or national login) before the assistant reads\n   the account.\n4. **Act within rules.** Within fixed limits the assistant can set up or change a payment plan or\n   grant a payment extension, and confirms the result.\n5. **Escalate.** Complex, disputed or personal situations go to a human adviser, who sees the whole\n   conversation and completes identity checks.",[39,40,41,42],"cost-to-serve","customer-experience","compliance","inclusion-and-access",[44,45,46,47,48,49],"interactions-handled","containment-rate","contact-deflection","accuracy","users-served","customer-satisfaction",{"referenceOrg":51,"inputs":52,"formula":79,"currency":80,"period":81,"resultLabel":82,"caveat":83},"A national tax authority with 3 million assisted contacts a year",[53,59,66,72],{"key":54,"label":55,"low":56,"high":56,"unit":57,"note":58},"contacts","Assisted phone and chat contacts per year",3000000,"contacts per year","The reference authority.",{"key":60,"label":61,"low":62,"high":63,"unit":64,"note":65},"routineShare","Share of contacts on routine topics (refund status, payments, forms)",0.4,0.6,"fraction of contacts","Editorial assumption. Replace with your own contact reason data.",{"key":67,"label":68,"low":69,"high":62,"unit":70,"note":71},"containment","Share of routine contacts the assistant resolves",0.2,"fraction of routine contacts","Editorial assumption. For context, HMRC reports that webchat escalations to advisers fell 20% while assistant interactions grew 18.8%.",{"key":73,"label":74,"low":75,"high":76,"unit":77,"note":78},"costPerContact","Cost of a human handled contact",5,10,"USD per contact","Editorial assumption. Replace with your own fully loaded cost.","contacts * routineShare * containment * costPerContact","USD","per year","Human handled contact cost avoided","Gross contact cost only. It leaves out the effect on filing accuracy and late payment, the value of shorter queues at peak and the cost of building and running the assistant.",[],{"complexity":86,"complexityNote":87,"dataPrerequisites":88,"integrations":92},"medium","Information answers are low complexity; authenticated actions such as payment plans need integration with taxpayer account systems, strong identity checks and strict rules on what the assistant may change.",[89,90,91],"Approved answers and guidance per tax and topic, with owners and effective dates","Contact reason data by season, to pick intents and plan for peaks","Rules for payment plans and extensions that can be applied without judgment",[93,94,95,96],"Taxpayer account, refund and payment systems through APIs","Identity verification and step up authentication","Telephony IVR and webchat platforms with handover to advisers","Notice and correspondence systems, to explain letters by reference",{"steps":98,"guardrails":114,"humanInTheLoop":120,"kpisToInstrument":121,"failureModes":127},[99,102,105,108,111],{"title":100,"detail":101},"Start where the queues are","Use contact reason data to pick the few intents that dominate peak season (refund status, payments, notices), as the IRS did when it put voice bots on its Economic Impact Payment, notice and payment lines.",{"title":103,"detail":104},"Keep answers approved","Let the model classify and retrieve, and serve content the business owner approved. The IRS inventory stresses that its bots do not generate answers.",{"title":106,"detail":107},"Add authenticated self service","Add account questions and payment plans behind identity checks, with limits (amount, term) written as rules, and confirm every change back to the taxpayer.",{"title":109,"detail":110},"Design escalation with context","Pass the conversation to the adviser, as HMRC's webchat advisers see the assistant history, and complete identity checks before personal discussion.",{"title":112,"detail":113},"Prepare for peaks and changes","Retest before each filing season and after each budget, and plan capacity for the spike.",[115,116,117,118,119],"No assessment, penalty or dispute outcome is decided by the assistant","Account data only after identity verification, at the level the action needs","Actions such as payment plans only within written limits, with confirmation to the taxpayer","Answers from approved content with effective dates; refusal when the topic is out of scope","Personal data and tax identifiers masked in logs and model prompts","Advisers handle escalations, disputes, hardship and anything outside the rules. Content owners approve every answer and every change after a budget; a team samples conversations weekly and reviews failed intents and complaints.",[122,123,124,125,126],"Containment per intent, counting repeat contacts within seven days as not contained","Escalations to advisers, before and after launch","Intent recognition accuracy on a labelled test set","Payment plans set up through the assistant and their default rate","Satisfaction on assistant and adviser conversations",[128,131,134,137],{"title":129,"detail":130},"Wrong deadline or relief answers","A fluent but wrong answer costs the taxpayer money and trust. Serve approved content, show effective dates and refuse outside scope.",{"title":132,"detail":133},"Peak season collapse","The assistant is tested in quiet months and fails at the deadline. Load test and retest before each season.",{"title":135,"detail":136},"Authentication friction","Taxpayers fail identity checks and fall back to the phone. Offer several proportionate methods and measure drop off.",{"title":138,"detail":139},"Private helpers without oversight","Third party filing assistants (such as ClearTax's WhatsApp agent) help people file but are not the authority; make official guidance easy for them to use and keep the authority's own channel authoritative.",{"euAiAct":141,"regulations":144,"guidance":151,"controls":173,"incidents":179},{"tier":142,"basis":143},"limited","A taxpayer assistant must tell people they are interacting with an AI system (Article 50). It is not listed in Annex III as long as it only informs and applies fixed rules. It becomes high risk under Annex III point 5(a) if it evaluates eligibility for, or grants, reduces, revokes or reclaims, public assistance benefits (which can include benefits paid through the tax system). Recital 59 says systems used for administrative proceedings by tax and customs authorities are not high risk law enforcement systems; audit selection and risk scoring are covered on a separate page.",[145,146,147,148,149,150],"eu-ai-act","gdpr","nist-ai-rmf","iso-42001","uk-gdpr","uk-atrs",[152,158,162,167],{"title":153,"issuer":154,"region":155,"url":156,"note":157},"Article 50, transparency obligations for providers and deployers of certain AI systems","European Union","europe","https://artificialintelligenceact.eu/article/50/","Providers must design assistants so that taxpayers are informed they are interacting with an AI system, unless that is obvious from the context.",{"title":159,"issuer":154,"region":155,"url":160,"note":161},"Recital 59, AI systems used by tax and customs authorities","https://artificialintelligenceact.eu/recital/59/","Systems for administrative proceedings by tax and customs authorities should not be classified as high risk law enforcement systems.",{"title":163,"issuer":164,"region":155,"url":165,"note":166},"Algorithmic Transparency Recording Standard Hub","Government Digital Service","https://www.gov.uk/government/collections/algorithmic-transparency-recording-standard-hub","HMRC publishes its assistant under this standard, including accuracy on known intents.",{"title":168,"issuer":169,"region":170,"url":171,"note":172},"M-25-21: Accelerating Federal Use of AI through Innovation, Governance, and Public Trust","US Office of Management and Budget","north-america","https://www.whitehouse.gov/wp-content/uploads/2025/02/M-25-21-Accelerating-Federal-Use-of-AI-through-Innovation-Governance-and-Public-Trust.pdf","Sets the rules for US federal AI use and requires agencies to inventory their AI use cases at least annually and publish the inventory, where the IRS lists its voice bots and chatbots.",[174,175,176,177,178],"AI disclosure and a route to a human adviser on every channel","Entry in the public AI inventory or transparency register","Written limits for every action the assistant can take on an account","Change control tied to the budget and filing season calendar","Retention limits and access control on conversation logs containing tax data",[],{"howToBuild":181},"On Blits.ai this is an **AI agent** with a **knowledge base** of approved tax guidance, retrieved\nwith **hybrid search**, plus **flows** for the fixed journeys: an authentication block before any\naccount question, and deterministic steps for payment plans that call the authority's systems\nthrough **custom functions** with their own limits. Where a classic intent model is preferred,\nthe platform's NLU bots with nightly retraining can sit in front of the agent.\n\nThe same logic serves **web chat, WhatsApp, voice and a mobile app** (through the API channel), with streaming speech\nrecognition, DTMF capture for reference numbers and call transfer on the phone. **PII masking**\nremoves tax identifiers before text reaches a model, **guardrails** keep answers on approved\ncontent, and **human handover** passes the transcript to advisers. **Test suites** replay each\nseason's top questions before the deadline, and **analytics** show recognition and handover per intent.",[183,186,189],{"question":184,"answer":185},"How much volume do tax assistants handle?","HMRC's digital assistant had 5.48 million interactions in the 2024/25 tax year up to 6 March 2025, and IRS voice bots had answered over 3 million calls by June 2022, about a year after the first one went live in May 2021.",{"question":187,"answer":188},"Do tax authorities use generative AI for these answers?","Not in the deployments on this page. The IRS inventory states its chatbots and voice bots return content predetermined by content owners, and HMRC matches intents to approved answers. The IRS tested a generative AI chatbot for volunteer tax preparers as a proof of concept (listed as retired in 2025), while the private filing service ClearTax runs a WhatsApp agent on Azure OpenAI models.",{"question":190,"answer":191},"How accurate is intent recognition?","HMRC reports 83.03% accuracy on known intents in its March 2025 test set. Plan for the rest with disambiguation questions and an easy route to a human.",[193,194,195,196,197],"citizen-information-assistant","tax-compliance-risk-scoring","benefits-eligibility-and-application-assistant","public-service-translation","first-line-contact-centre-agent","2026-09-27","2026-09-26",[201],{"date":198,"note":202},"First published","tax-questions-and-filing-assistant",[205,253,288,313],{"title":206,"useCases":207,"organization":208,"vendors":212,"summary":216,"stage":217,"year":218,"channels":219,"languages":220,"metrics":222,"outcomeDisclosed":242,"sources":243,"verification":248,"grade":250,"id":251,"organizationSlug":252},"HMRC: Ask HMRC online digital assistant with webchat escalation",[203],{"name":209,"anonymized":210,"country":211,"region":155,"industry":17},"HM Revenue and Customs",false,"GB",[213],{"name":214,"role":215},"Microsoft (formerly Nuance)","platform","HMRC's digital assistant answers tax questions typed in plain language, matching them to intents with natural language understanding and replying with non personalised answers that link to GOV.UK guidance. It covers 60 of HMRC's more than 120 taxes, asks the user to choose between likely meanings when unsure, and needs no login. Complex questions escalate to webchat with a human adviser, who sees the whole prior conversation and only continues after identity and verification checks.","scaled",2025,[28],[221],"en",[223,231,237],{"kpi":44,"value":224,"unit":225,"qualifier":226,"period":227,"claimant":228,"quote":229,"sourceUrl":230},5480000,"count","at-least","tax year 2024/25 to 6 March 2025","organization","The digital assistant has had 5.48m interactions in the tax year 2024/25 (to date as at 6 March 2025).","https://www.gov.uk/algorithmic-transparency-records/hmrc-ask-hmrc-online",{"kpi":47,"value":232,"unit":233,"qualifier":234,"period":235,"claimant":228,"quote":236,"sourceUrl":230},83.03,"percent","exact","NLU test set, March 2025, known intents","83.03% on known intents",{"kpi":46,"value":238,"unit":233,"qualifier":234,"period":239,"baseline":240,"claimant":228,"quote":241,"sourceUrl":230},20,"webchat escalations to an adviser, tax year 2024/25 to 6 March 2025","escalations in the 2023/24 tax year","For webchat, 909,000 users have escalated to speak to an adviser in the tax year 2024/25 (to date as at 6 March 2025). That is a 20% decrease on the 2023/24 tax year.",true,[244],{"url":230,"title":245,"publisher":246,"date":247},"HMRC: Ask HMRC online","GOV.UK (Algorithmic Transparency Recording Standard)","2025-06-26",{"level":249,"checkedAt":199},"source-verified","B","hmrc-ask-hmrc-digital-assistant",null,{"title":254,"useCases":255,"organization":256,"vendors":259,"summary":264,"stage":217,"year":265,"channels":266,"languages":267,"metrics":268,"outcomeDisclosed":242,"sources":273,"verification":285,"grade":250,"id":286,"organizationSlug":287},"IRS: voice bots and chatbots on taxpayer phone lines and IRS.gov",[203],{"name":257,"anonymized":210,"country":258,"region":170,"industry":17},"Internal Revenue Service","US",[260,262],{"name":261,"role":215},"Nuance (Microsoft)",{"name":263,"role":215},"eGain","Since 2021 the IRS has put intent based voice bots on many toll free lines: payment plans and balance due (with authentication so taxpayers can set up or change a payment plan), Where's My Refund and amended return status, notice clarifications, Economic Impact Payments and the Advance Child Tax Credit. On IRS.gov, chatbots answer FAQs on refunds, identity theft, payments and relief. The inventory stresses that answers are not generated: the model classifies the question and returns content approved by the business owner, or routes the call to a live assistor.",2022,[29,28],[221],[269],{"kpi":44,"value":56,"unit":225,"qualifier":226,"period":270,"claimant":228,"quote":271,"sourceUrl":272},"calls answered by voice bots, cumulative to June 2022","To date, the voice bots have answered over 3 million calls.","https://www.irs.gov/newsroom/irs-expands-voice-bot-options-for-faster-service-less-wait-time",[274,277,282],{"url":272,"title":275,"publisher":257,"date":276},"IRS expands voice bot options for faster service, less wait time (IR-2022-127)","2022-06-17",{"url":278,"title":279,"publisher":280,"date":281},"https://raw.githubusercontent.com/ombegov/2024-Federal-AI-Use-Case-Inventory/main/data/2024_consolidated_ai_inventory_raw_v2.csv","2024 consolidated AI use case inventory (raw data, version 2)","Office of Management and Budget (GitHub)","2025-01-23",{"url":283,"title":284,"publisher":280},"https://raw.githubusercontent.com/ombegov/2025-Federal-Agency-AI-Use-Case-Inventory/main/Data/2025_individually_reported_AI_use_cases.csv","2025 individually reported AI use cases (consolidated federal inventory data)",{"level":249,"checkedAt":199},"irs-taxpayer-voicebots-and-chatbots","internal-revenue-service",{"title":289,"useCases":290,"organization":291,"vendors":292,"summary":297,"stage":298,"year":299,"channels":300,"languages":302,"metrics":307,"outcomeDisclosed":210,"sources":308,"verification":311,"grade":250,"id":312,"organizationSlug":287},"IRS: neural machine translation for taxpayer content and case work",[196,203],{"name":257,"anonymized":210,"country":258,"region":170,"industry":17},[293,295],{"name":294,"role":215},"Amazon Web Services (Amazon Translate)",{"name":296,"role":215},"SYSTRAN","The IRS Linguistic Policy, Tools and Services team uses a cloud machine translation application on AWS, with the IRS Publication 850 glossary of English and Spanish tax terms, to translate text and files between English and Spanish, Chinese, Korean and Vietnamese and speed up responses to taxpayers. Separately, staff use SYSTRAN neural translation, augmented with a domain dictionary and translation memories, to triage non English documents for relevance to case work and as a starting point for manual translation. Both appear in the federal AI inventory as in operation.","production",2020,[301],"internal-tools",[221,303,304,305,306],"es","zh","ko","vi",[],[309,310],{"url":278,"title":279,"publisher":280,"date":281},{"url":283,"title":284,"publisher":280},{"level":249,"checkedAt":199},"irs-machine-translation",{"title":314,"useCases":315,"organization":316,"vendors":321,"summary":325,"stage":298,"year":326,"channels":327,"languages":328,"metrics":329,"outcomeDisclosed":242,"sources":344,"verification":354,"grade":355,"id":356,"organizationSlug":252},"ClearTax: WhatsApp agent that helps gig workers file income tax returns",[203],{"name":317,"anonymized":210,"country":318,"region":319,"industry":320},"ClearTax","IN","asia-pacific","technology",[322],{"name":323,"role":324},"Microsoft (Azure OpenAI Service)","model-provider","ClearTax, an Indian online tax filing platform, built a generative AI agent on WhatsApp, using Azure OpenAI models, for low income and blue collar workers who have tax deducted at source from their income but rarely file a return, and so miss refunds and lack the income proof lenders ask for. The agent explains taxes and filing, walks users through the filing workflow and supports nine Indian vernacular languages. It is a private filing service, not a tax authority channel.",2024,[31],[],[330,336],{"kpi":48,"value":331,"unit":225,"qualifier":226,"period":332,"claimant":333,"quote":334,"sourceUrl":335},200000,"workers who filed their returns independently","vendor","200,000+ blue-collar workers successfully filed ITRs independently","https://www.microsoft.com/en-in/aifirstmovers/cleartax",{"kpi":337,"value":338,"unit":339,"currency":340,"qualifier":341,"period":342,"claimant":333,"quote":343,"sourceUrl":335},"customer-savings",300000000,"currency","INR","approximately","tax refunds claimed by users, cumulative","300 million INR unlocked in tax refunds, improving access to credit opportunities",[345,349],{"url":335,"title":346,"publisher":347,"archivedUrl":348},"Cleartax: Empowering gig-workers of India","Microsoft India (AI First Movers)","https://web.archive.org/web/20250317093328/https://www.microsoft.com/en-in/aifirstmovers/cleartax",{"url":350,"title":351,"publisher":352,"archivedUrl":353},"https://www.deccanherald.com/business/cleartax-microsoft-team-up-to-simplify-tax-filing-for-gig-workers-3167187","ClearTax, Microsoft team up to simplify tax filing for gig workers","Deccan Herald (PTI)","https://web.archive.org/web/20240828125952/https://www.deccanherald.com/business/cleartax-microsoft-team-up-to-simplify-tax-filing-for-gig-workers-3167187",{"level":249,"checkedAt":198},"C","cleartax-whatsapp-tax-filing-agent",0,[359,367,373,378],{"kpi":44,"label":360,"unit":225,"aggregate":210,"higherIsBetter":242,"n":361,"nUpTo":357,"median":362,"min":56,"max":224,"byClaimant":363,"vendorOnly":210,"points":364},"Interactions handled",2,4240000,{"organization":361,"vendor":357,"regulator":357,"independent":357},[365,366],{"evidenceId":251,"organization":209,"value":224,"qualifier":226,"claimant":228,"grade":250,"pooled":242},{"evidenceId":286,"organization":257,"value":56,"qualifier":226,"claimant":228,"grade":250,"pooled":242},{"kpi":47,"label":368,"unit":233,"aggregate":242,"higherIsBetter":242,"n":369,"nUpTo":357,"median":232,"min":232,"max":232,"byClaimant":370,"vendorOnly":210,"points":371},"Accuracy",1,{"organization":369,"vendor":357,"regulator":357,"independent":357},[372],{"evidenceId":251,"organization":209,"value":232,"qualifier":234,"claimant":228,"grade":250,"pooled":242},{"kpi":46,"label":374,"unit":233,"aggregate":242,"higherIsBetter":242,"n":369,"nUpTo":357,"median":238,"min":238,"max":238,"byClaimant":375,"vendorOnly":210,"points":376},"Contact deflection",{"organization":369,"vendor":357,"regulator":357,"independent":357},[377],{"evidenceId":251,"organization":209,"value":238,"qualifier":234,"claimant":228,"grade":250,"pooled":242},{"kpi":48,"label":379,"unit":225,"aggregate":210,"higherIsBetter":242,"n":369,"nUpTo":357,"median":331,"min":331,"max":331,"byClaimant":380,"vendorOnly":242,"points":381},"Users served",{"organization":357,"vendor":369,"regulator":357,"independent":357},[382],{"evidenceId":356,"organization":317,"value":331,"qualifier":226,"claimant":333,"grade":355,"pooled":242},{"low":384,"high":385},1200000,7200000,[387,409,427,447,463],{"slug":193,"title":388,"shortTitle":389,"definition":390,"status":9,"industries":391,"functions":392,"patterns":394,"audience":32,"autonomy":33,"adoptionStage":34,"evidenceCount":395,"publicEvidenceCount":396,"organizations":397,"bestGrade":250,"headline":406,"lastVerified":198,"indexable":242},"AI assistant for citizen information and government services","Citizen information assistant","An AI assistant that answers residents' and businesses' questions about government services in plain language, grounded only in official guidance with links to the source, points them to the right online service or office, and hands anything personal, urgent or outside its content to a human with the context attached.",[17],[19,20,393],"knowledge-management",[25,23,24,26],11,9,[398,399,400,401,402,164,403,404,405],"Abu Dhabi Government (TAMM)","Driver and Vehicle Licensing Agency","Estonian Information System Authority (RIA)","Foreign, Commonwealth and Development Office","Gemeente Tilburg","Government of the City of Buenos Aires","Madrid Destino","Montgomery County Government",{"kpi":47,"label":368,"unit":233,"n":369,"nUpTo":357,"kind":407,"value":408,"qualifier":226,"claimant":228,"organization":401,"vendorReported":210},"reported",76,{"slug":194,"title":410,"shortTitle":411,"definition":412,"status":9,"industries":413,"functions":414,"patterns":418,"audience":421,"autonomy":422,"adoptionStage":423,"evidenceCount":424,"publicEvidenceCount":424,"organizations":425,"bestGrade":250,"headline":252,"lastVerified":198,"indexable":242},"AI for tax compliance risk scoring and audit selection","Tax compliance risk scoring","Models that score tax returns, taxpayers and transactions for the risk of error, underreporting or fraud, so that a tax administration spends its audit and compliance capacity where the risk is highest, with an officer deciding every compliance action and the selection itself monitored for fairness.",[17],[415,416,417],"risk-management","case-management","fraud-prevention",[419,420],"prediction-and-scoring","anomaly-detection","back-office","assist","early-adopters",3,[426,209,257],"Belastingdienst",{"slug":195,"title":428,"shortTitle":429,"definition":430,"status":9,"industries":431,"functions":432,"patterns":433,"audience":32,"autonomy":435,"adoptionStage":423,"evidenceCount":436,"publicEvidenceCount":436,"organizations":437,"bestGrade":250,"headline":445,"lastVerified":199,"indexable":242},"AI assistant for benefits eligibility questions and applications","Benefits eligibility and application assistant","An AI assistant that helps people understand which public benefits and grants may apply to them, explains the rules and documents in plain language, guides them through the application and checks it for completeness, while the eligibility decision stays with the agency's rules and caseworkers.",[17],[19,416,20],[23,25,24,434],"document-processing","copilot",7,[438,439,440,441,442,443,444],"Department for Work and Pensions","Federal Student Aid (U.S. Department of Education)","Federal Emergency Management Agency","Gemeente Nissewaard","Leeds City Council","Région Provence-Alpes-Côte d'Azur (Région Sud)","YoungWilliams",{"kpi":47,"label":368,"unit":233,"n":361,"nUpTo":357,"kind":407,"value":446,"qualifier":234,"claimant":228,"organization":438,"vendorReported":210},97,{"slug":196,"title":448,"shortTitle":449,"definition":450,"status":9,"industries":451,"functions":452,"patterns":454,"audience":32,"autonomy":435,"adoptionStage":423,"evidenceCount":457,"publicEvidenceCount":457,"organizations":458,"bestGrade":250,"headline":252,"lastVerified":199,"indexable":242},"AI translation and interpretation for multilingual public services","Public service translation","AI that translates government content, documents and conversations between officials and the public, in writing and in real time speech, so people can use public services in their own language, with human translators and interpreters reviewing what carries legal or safety weight.",[17],[19,20,453],"operations",[455,23,456,434],"translation","speech-analytics",8,[459,460,461,440,257,404,405,462],"Baltimore City 911 (Emergency Communications)","Delaware County","European Commission","U.S. Department of State (Bureau of Consular Affairs)",{"slug":197,"title":464,"shortTitle":465,"definition":466,"status":9,"industries":467,"functions":475,"patterns":476,"audience":32,"autonomy":33,"adoptionStage":34,"segment":477,"evidenceCount":478,"publicEvidenceCount":479,"organizations":480,"bestGrade":250,"headline":498,"lastVerified":198,"indexable":242},"AI agent for first line contact centre service","First line contact centre","An AI agent that answers the first line of inbound customer contact on phone, chat and messaging, resolves general and routine questions end to end in the customer's own language, and routes everything complex, sensitive or regulated to the right human team with the context attached.",[468,469,470,471,472,473,474],"cross-industry","banking","payments","telecommunications","travel-and-hospitality","retail-and-ecommerce","wealth-and-asset-management",[20],[23,24,25,26],"front-office",25,18,[481,482,483,484,485,486,487,488,489,490,491,492,493,494,495,496,497],"Air India","Airbnb","Bank of America","Bank of the Philippine Islands","BT Group","Commonwealth Bank of Australia","Ingka Group","JetBlue","Klarna","Lufthansa Group","Mobily","NatWest Group","Pegasus Airlines","Telkomsel","Together Credit Union","Vodafone Germany","Vodafone",{"kpi":45,"label":499,"unit":233,"n":436,"nUpTo":357,"kind":500,"value":501,"qualifier":234,"claimant":252,"organization":252,"vendorReported":210},"Containment rate","median",47,{"indexable":242,"reasons":503},[],[505,510,515,522,528,534,540,546,553,559,565,571,576,583,589,594,601,607,613,619,624,630,635,640,645,651,657,662,668,675,682,688,694,699],{"id":145,"label":506,"issuer":154,"region":155,"url":507,"description":508,"useCases":509,"indexable":242},"EU AI Act","https://eur-lex.europa.eu/eli/reg/2024/1689/oj","Regulation (EU) 2024/1689: risk based rules for AI systems, with obligations for high risk systems listed in Annex III and transparency duties under Article 50.",197,{"id":146,"label":511,"issuer":154,"region":155,"url":512,"description":513,"useCases":514,"indexable":242},"GDPR","https://eur-lex.europa.eu/eli/reg/2016/679/oj","General Data Protection Regulation, including Article 22 on decisions based solely on automated processing.",180,{"id":148,"label":516,"issuer":517,"region":518,"url":519,"description":520,"useCases":521,"indexable":242},"ISO/IEC 42001","ISO and IEC","global","https://www.iso.org/standard/81230.html","The international management system standard for AI.",110,{"id":147,"label":523,"issuer":524,"region":170,"url":525,"description":526,"useCases":527,"indexable":242},"NIST AI Risk Management Framework","NIST","https://www.nist.gov/itl/ai-risk-management-framework","Voluntary US framework to map, measure, manage and govern AI risk, with a generative AI profile.",83,{"id":529,"label":530,"issuer":154,"region":155,"url":531,"description":532,"useCases":533,"indexable":242},"dora","DORA","https://eur-lex.europa.eu/eli/reg/2022/2554/oj","Digital Operational Resilience Act for financial entities: ICT risk, incident reporting and third party risk, including AI providers.",66,{"id":149,"label":535,"issuer":536,"region":155,"url":537,"description":538,"useCases":539,"indexable":242},"UK GDPR","Information Commissioner's Office","https://ico.org.uk/for-organisations/uk-gdpr-guidance-and-resources/","The UK's version of the GDPR, including rules on solely automated decisions.",64,{"id":541,"label":542,"issuer":543,"region":155,"url":544,"description":545,"useCases":501,"indexable":242},"uk-consumer-duty","FCA Consumer Duty","Financial Conduct Authority","https://www.fca.org.uk/firms/consumer-duty","UK rules that require firms to deliver good outcomes for retail customers, including through automated channels.",{"id":547,"label":548,"issuer":549,"region":319,"url":550,"description":551,"useCases":552,"indexable":242},"mas-ai-risk-management","MAS AI risk management guidelines","Monetary Authority of Singapore","https://www.mas.gov.sg/news/media-releases/2025/mas-guidelines-for-artificial-intelligence-risk-management","Singapore's supervisory expectations for AI risk management at financial institutions, building on the FEAT principles.",36,{"id":554,"label":555,"issuer":556,"region":319,"url":557,"description":558,"useCases":478,"indexable":242},"apra-cps-230","APRA CPS 230","Australian Prudential Regulation Authority","https://www.apra.gov.au/operational-risk-management","Australian operational risk standard covering critical operations and material service providers.",{"id":560,"label":561,"issuer":562,"region":518,"url":563,"description":564,"useCases":238,"indexable":242},"pci-dss","PCI DSS","PCI Security Standards Council","https://www.pcisecuritystandards.org/","Security standard for any system that stores, processes or transmits cardholder data.",{"id":566,"label":567,"issuer":568,"region":170,"url":569,"description":570,"useCases":238,"indexable":242},"us-sr-11-7","SR 11-7 model risk management","Federal Reserve and OCC","https://www.federalreserve.gov/boarddocs/srletters/2011/sr1107.htm","US supervisory guidance on model risk management, applied by banks to AI and machine learning models.",{"id":150,"label":572,"issuer":573,"region":155,"url":165,"description":574,"useCases":575,"indexable":242},"UK Algorithmic Transparency Recording Standard","UK Government","Mandatory transparency records for algorithmic tools used by UK central government.",16,{"id":577,"label":578,"issuer":579,"region":518,"url":580,"description":581,"useCases":582,"indexable":242},"fatf-recommendations","FATF Recommendations","Financial Action Task Force","https://www.fatf-gafi.org/en/publications/Fatfrecommendations/Fatf-recommendations.html","Global standards for anti money laundering and counter terrorist financing that national rules implement.",15,{"id":584,"label":585,"issuer":154,"region":155,"url":586,"description":587,"useCases":588,"indexable":242},"eu-amlr","EU Anti Money Laundering Regulation","https://eur-lex.europa.eu/eli/reg/2024/1624/oj","Regulation (EU) 2024/1624: the single EU rulebook for customer due diligence, beneficial ownership and suspicious transaction reporting.",14,{"id":590,"label":591,"issuer":154,"region":155,"url":592,"description":593,"useCases":588,"indexable":242},"nis2","NIS2 Directive","https://eur-lex.europa.eu/eli/dir/2022/2555/oj","Directive (EU) 2022/2555 on cybersecurity for essential and important entities, including telecom networks, energy and public administration.",{"id":595,"label":596,"issuer":597,"region":170,"url":598,"description":599,"useCases":600,"indexable":242},"us-bsa","Bank Secrecy Act","FinCEN","https://www.fincen.gov/resources/statutes-and-regulations/bank-secrecy-act","US anti money laundering law: customer due diligence, suspicious activity reports and record keeping.",13,{"id":602,"label":603,"issuer":154,"region":155,"url":604,"description":605,"useCases":606,"indexable":242},"eu-accessibility-act","European Accessibility Act","https://eur-lex.europa.eu/eli/dir/2019/882/oj","Directive (EU) 2019/882: accessibility requirements for banking services, ecommerce and other digital services, applicable since June 2025.",12,{"id":608,"label":609,"issuer":610,"region":170,"url":611,"description":612,"useCases":606,"indexable":242},"hipaa","HIPAA","US Department of Health and Human Services","https://www.hhs.gov/hipaa/index.html","US rules for the privacy and security of protected health information.",{"id":614,"label":615,"issuer":616,"region":518,"url":617,"description":618,"useCases":606,"indexable":242},"telecom-consumer-rules","Telecom consumer protection rules","National telecom regulators","https://www.berec.europa.eu/","National rules on telecom contracts, switching, billing disputes and marketing consent.",{"id":620,"label":621,"issuer":154,"region":155,"url":622,"description":623,"useCases":395,"indexable":242},"eecc","European Electronic Communications Code","https://eur-lex.europa.eu/eli/dir/2018/1972/oj","Directive (EU) 2018/1972: consumer protection, contract, switching and security rules for telecom operators.",{"id":625,"label":626,"issuer":627,"region":170,"url":628,"description":629,"useCases":395,"indexable":242},"us-tcpa","Telephone Consumer Protection Act","Federal Communications Commission","https://www.fcc.gov/consumers/guides/stop-unwanted-robocalls-and-texts","US consent rules for automated and prerecorded calls and texts; the FCC has confirmed AI generated voices count as artificial voices.",{"id":631,"label":632,"issuer":549,"region":319,"url":633,"description":634,"useCases":76,"indexable":242},"mas-notice-626","MAS Notice 626","https://www.mas.gov.sg/regulation/notices/notice-626","Singapore's anti money laundering and counter terrorism financing requirements for banks.",{"id":636,"label":637,"issuer":154,"region":155,"url":638,"description":639,"useCases":76,"indexable":242},"mifid-ii","MiFID II","https://eur-lex.europa.eu/eli/dir/2014/65/oj","Directive 2014/65/EU on markets in financial instruments: suitability and appropriateness of advice, record keeping and product governance.",{"id":641,"label":642,"issuer":154,"region":155,"url":643,"description":644,"useCases":76,"indexable":242},"eu-psd2","PSD2","https://eur-lex.europa.eu/eli/dir/2015/2366/oj","Payment Services Directive 2: strong customer authentication, transaction risk analysis exemptions and open banking access.",{"id":646,"label":647,"issuer":648,"region":155,"url":649,"description":650,"useCases":396,"indexable":242},"eba-loan-origination","EBA Guidelines on loan origination and monitoring","European Banking Authority","https://www.eba.europa.eu/regulation-and-policy/credit-risk/guidelines-on-loan-origination-and-monitoring","Expectations for credit decisioning, including the use of automated models.",{"id":652,"label":653,"issuer":654,"region":170,"url":655,"description":656,"useCases":457,"indexable":242},"us-ecoa-reg-b","ECOA and Regulation B","Consumer Financial Protection Bureau","https://www.consumerfinance.gov/rules-policy/regulations/1002/9/","US fair lending rules, including specific reasons in adverse action notices, which also apply when credit decisions use AI models.",{"id":658,"label":659,"issuer":154,"region":155,"url":660,"description":661,"useCases":457,"indexable":242},"solvency-ii","Solvency II","https://eur-lex.europa.eu/eli/dir/2009/138/oj","Directive 2009/138/EC: risk based capital, governance and model requirements for insurers.",{"id":663,"label":664,"issuer":154,"region":155,"url":665,"description":666,"useCases":667,"indexable":242},"eu-idd","Insurance Distribution Directive","https://eur-lex.europa.eu/eli/dir/2016/97/oj","Directive (EU) 2016/97: conduct rules for selling insurance, including demands and needs testing and advice.",6,{"id":669,"label":670,"issuer":671,"region":672,"url":673,"description":674,"useCases":75,"indexable":242},"cbuae-ai-guidance","CBUAE guidance on AI and ML","Central Bank of the UAE","middle-east","https://www.centralbank.ae/","UAE central bank expectations for the enabling technologies, AI and machine learning used by licensed financial institutions.",{"id":676,"label":677,"issuer":678,"region":155,"url":679,"description":680,"useCases":681,"indexable":242},"pra-ss1-23","PRA SS1/23 model risk management","Prudential Regulation Authority","https://www.bankofengland.co.uk/prudential-regulation/publication/2023/may/model-risk-management-principles-for-banks-ss","UK model risk management principles for banks, covering AI and machine learning models.",4,{"id":683,"label":684,"issuer":685,"region":155,"url":686,"description":687,"useCases":681,"indexable":242},"uk-psr-app-reimbursement","UK APP scam reimbursement rules","Payment Systems Regulator","https://www.psr.org.uk/our-work/app-scams/","Mandatory reimbursement of authorised push payment scam victims by UK payment firms, which shifts scam losses onto banks.",{"id":689,"label":690,"issuer":691,"region":319,"url":692,"description":693,"useCases":424,"indexable":242},"au-scams-prevention-framework","Australian Scams Prevention Framework","Australian Treasury","https://treasury.gov.au/consultation/c2024-573813","Economy wide obligations for banks, telcos and digital platforms to prevent, detect, disrupt and respond to scams.",{"id":695,"label":696,"issuer":154,"region":155,"url":697,"description":698,"useCases":424,"indexable":242},"eu-mar","EU Market Abuse Regulation","https://eur-lex.europa.eu/eli/reg/2014/596/oj","Regulation (EU) 596/2014: insider dealing and market manipulation, including the duty to detect and report suspicious orders and transactions.",{"id":700,"label":701,"issuer":702,"region":170,"url":703,"description":704,"useCases":424,"indexable":242},"us-fcra","Fair Credit Reporting Act","Federal Trade Commission","https://www.ftc.gov/legal-library/browse/statutes/fair-credit-reporting-act","US rules on consumer reports, their accuracy and permissible use, relevant to credit scoring and screening.",1790598297382]