A global professional services company providing tax, audit, assurance, and advisory services to Fortune 2000 clients wanted to enhance collaboration among tax audit teams working across regions and time zones.
Infosys implemented a cognitive chatbot to provide context and automate resolution of queries. It ensured deeper engagement between cross-border teams while undertaking tax audit.
The professional services company wanted to address the challenges of teams working across regions during tax audit:
Key Challenges
Coordination and synchronization across teams undertaking tax audit results in unresolved queries of team members.
Accuracy and turnaround in tax audit depend on prompt resolution of queries.
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The Solution
Chatbot blends natural language processing, artificial intelligence, machine learning, and robotic process automation
Infosys developed a context-aware cognitive chatbot to improve cross-border collaboration. The solution architecture incorporated a chatbot layer between tax audit teams working in different regions.
Our chatbot provides a communication brokering service as well as standardization in resolving tax audit queries. Standardization is imperative in a coordinated tax audit for accuracy.
Our chatbot solution was built on the cloud, and leveraged natural language processing, artificial intelligence, machine learning, robotic automation.
Cognitive chatbot ensures accuracy in tax audit by offering rich context
- Infosys ensured a smooth transition to the tax audit chatbot by adopting change management since team members called a helpdesk for resolution of audit related queries earlier
- A phased implementation and rollout ensured faster onboarding and adoption of chatbot.
Benefits
Our chatbot transformed the tax audit process
Created a channel of communication for geographically dispersed teams to collaborate
Addresses gaps in information and knowledge in an interactive format using natural language query processing
