Wolters Kluwer AI-powered advanced virtual agent ushers in the next generation of customer support
June 17 2024 - 8:06AM
Business Wire
Advancements leverage Generative AI (GenAI)
technologies to enhance efficiency, deliver critical insights, and
drive unparalleled value for customers.
Wolters Kluwer Tax & Accounting (TAA), a global leader in
professional information, software solutions, and services, today
announced the release of new GenAI capabilities within its
proprietary advanced virtual agent chatbot serving customers
globally.
Designed with an emphasis on customer experience, the advanced
virtual agent understands questions asked and written in everyday
language, enabling quick and efficient responses, significantly
narrowing the gap between query and solution. The technological
enhancements also extend to support service agents by aiding in the
creation of case summaries and knowledge-based articles, freeing
them to focus on complex inquiries.
TAA’s advanced virtual agent operates in 10 countries, speaks
six languages, and is integrated into 29 tax and accounting
solutions, and the new enhancements will be first introduced in the
U.S.
"Wolters Kluwer’s AI-powered solutions have consistently
resolved complex challenges for our customers for decades, and this
is the next evolution in how we’re building firm intelligence,
enabling professionals to maximize expertise and optimize their
productivity through instant access to relevant internal
information," said Garrett Hale, Executive Vice President,
Global Operations, Wolters Kluwer TAA.
Revolutionizing Customer Service
The GenAI enhancements continue to deliver on the TAA AI
strategy, highlighting the power GenAI has to enhance the customer
service paradigm and elevate the tax and accounting professional
with quicker access to support and answers with improved
capabilities.
Harnessing the prowess of GenAI, the advanced virtual agent’s
evolution is a testament to TAA's commitment to improving and
investing in technological infrastructure.
The new AI functionality within the advanced virtual agent also
offers numerous benefits to Wolters Kluwer’s customer service
representatives, including improved productivity through instant
access to relevant internal information and administrative task
assistance. The advanced virtual agent’s ability to integrate with
other workplace tools creates a convenient, all-in-one resource for
employees.
Expanding Capabilities Globally
The initial launch of these capabilities is set for the U.S.
with plans to roll out globally later in the year. This phased
approach ensures a seamless transition and optimal performance
across different regions.
Additional AI-enabled solutions
TAA’s upcoming AI enhancements are a continuation of more than a
decade of investing in and deploying multiple forms of artificial
intelligence into its global portfolio of award-winning tax and
accounting solutions, including CCH Axcess™, CCH iQ, Twinfield,
CCH® ProSystem fx®, and Xpitax® Outsourcing.
Additionally, TAA recently launched GenAI features within CCH®
AnswerConnect – the industry’s longest standing research solution –
that generate responses through an interactive Q&A function,
enriching the search experience for customers with relevant and
timely intelligence. The new GenAI enhanced search functionality
within CCH AnswerConnect allows for natural language queries from
trusted sources within Wolters Kluwer content and helps customers
understand recent tax law changes, prepare tax returns and identify
tax planning opportunities.
Responsible AI
Wolters Kluwer adheres to development standards and processes
that promote responsibility and accountability for AI systems and
their outcomes. The company addresses risk management and issue
remediation during design, development and after deployment. In
2023, the company released its AI Principles, which support the
development of secure, explainable AI that is rooted in its
high-quality, expert-curated, domain content.
Wolters Kluwer TAA enables tax and accounting professionals and
businesses of all sizes to drive productivity, navigate change, and
deliver better outcomes.
For more information on the latest in AI, please visit Wolters
Kluwer’s corporate AI Center or the TAA AI Hub page.
About Wolters Kluwer
Wolters Kluwer (EURONEXT: WKL) is a global leader in
information, software solutions and services for professionals in
healthcare; tax and accounting; financial and corporate compliance;
legal and regulatory; corporate performance and ESG. We help our
customers make critical decisions every day by providing expert
solutions that combine deep domain knowledge with technology and
services.
Wolters Kluwer reported 2023 annual revenues of €5.6 billion.
The group serves customers in over 180 countries, maintains
operations in over 40 countries, and employs approximately 21,400
people worldwide. The company is headquartered in Alphen aan den
Rijn, the Netherlands.
For more information, visit www.wolterskluwer.com, follow us on
LinkedIn, Facebook, YouTube and Instagram.
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version on businesswire.com: https://www.businesswire.com/news/home/20240617618977/en/
Shannon Wherry Associate Director, External Communications Tax
& Accounting Wolters Kluwer Office +1 972-209-2767
shannon.wherry@wolterskluwer.com