Apparently HMRC is looking at using AI (artificial intelligence) to handle "mundane" processes and shift human resources into ‘higher value work’, with an emphasis on customer contact and casework.
UKAuthority reports that Interim chief digital and transformation officer Mike Potter referred to the plans in a presentation to the Public Sector Show in London yesterday.
He said that HMRC plans to launch the trials in the near future as part of a move towards robotic automation and “taking the graft out of people’s jobs to focus on higher value work”.
Potter declined to provide details of the trials, saying there is a need to talk with staff before making more information public.
The theory being that AI will be used to augment decision-making; and helping taxpayers through effective self-service.
Well then, let's see how that goes!
Tax does have to be taxing.
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