Ask HMRC Online Chatbot Digital Engagement Product (DEP)
Benefits
The Digital assistant is available 24 hours, 7 days a week, 365 days a year. It contains over 1,500 sample phrases recognising 1000s+ user phrases / questions and has coverege of 60 of HMRC's 120+ taxes. In 2024 (1 Jan - 31 Dec) the DA was accessed 5.48+ million times, representing substantial public savings & freeing up adviser time to handle more complex cases with users. It includes the ability to print and save transcripts of DA and webchat chats so the user can refer back to them at a later time. Any urls given to the user as part of the answer stay active in a saved pdf.
Details
- Tool name
- Ask HMRC Online Chatbot Digital Engagement Product (DEP)
- Organisation
- HM Revenue & Customs
- Status
- live
- AI method (as recorded)
- Natural Language Processing, Other
- AI method (normalised tags)
- Natural Language Processing Other
- Usecase
- Conversational AI
- Origin
- gov.uk
- Owning team
- Chief Digital Product Office
- Date added
- 26 June 2025
- Scrape date
- Source note
- HMRC's online chatbot provides 24/7 support, covering 60+ taxes, handling millions of inquiries annually. [Source]