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When it comes to filing taxes, some people prefer to handle it all by themselves. Other people prefer to let the experts take care of everything. For the people somewhere in the middle, Intuit has a service called TurboTax Live, which utilizes AI to match customers with experts who will help guide them through the process.
“There’s really room for the idea of ‘do it with me’ and … you need some help and you want some guidance,’” Marianna Tessel, Intuit chief technology officer, said during a session at VentureBeat’s Transform 2021 summit.
There is more to the service beyond matching customers to experts based on scheduling. Intuit also factors in hundreds of attributes to find the right expert to address each customer’s unique needs. This application of AI allows the service to match customers with the best expert on hand within minutes via chat or video call.
The result? Intuit’s user base has increased by 70% over the past year. Customer service wait times decreased by 15%. Additionally, Intuit anticipates its user base increasing by another 90% this year.
In response to a question from VentureBeat CEO Matt Marshall on how much of their success can be attributed to AI, Tessel acknowledged that while there was “no question” that there was a boost from people working remotely due to the pandemic, Intuit believes that most of the growth has happened because of the high quality and intrinsic convenience of their service, bolstered by AI.
Intuit invests into AI in three distinct fields:
Tessel says that using all these fields in combination is
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