H&R Block Selects eGain for AI-Powered Customer Engagement
December 06 2018 - 1:30PM
H&R Block Selects eGain for AI-Powered Customer Engagement
eGain (NASDAQ: EGAN), the leading provider of cloud-based customer
engagement solutions, today announced that tax preparation giant
H&R Block (NYSE: HRB) has selected eGain Solve™ to automate
service and sales interactions for taxpayers at scale. The solution
will be used to power H&R Block’s new Ask a Tax Pro service,
which was announced today.
According to a 2018 Accenture global survey, 70 percent of
taxpayers said they would use AI to improve the accuracy of tax
filings. In the same survey, 40 percent of respondents reported
making a filing error in the last 24 months. As the market leader
in tax preparation services, H&R Block wanted to provide
high-quality DIY and advisor-assisted experiences at scale using
AI, Machine Learning and Virtual Assistance.
H&R Block selected eGain based on the company’s connected
and rich solution capabilities, domain expertise, and a successful
POC. The company will activate eGain Virtual Assistant™, eGain
SuperChat™, and eGain Cobrowse™ to enable a smooth, smart
self-service journey for taxpayers with escalation, when needed,
into the eGain Advisor Desktop™.
“H&R Block is committed to continual innovation that lets us
provide an easier, simpler experience for those customers who want
to do their taxes online,” said Heather Watts, senior vice
president and general manager of digital at H&R Block. “Our
work with eGain will help ensure Ask a Tax Pro delivers expertise
with the convenience our DIY clients need.”
“We are delighted to help H&R Block deliver innovative
AI-guided service to time-starved taxpayers,” said Ashu Roy, eGain
CEO.
More Information
H&R Block’s announcement about Ask a Tax Pro service:
https://www.hrblock.com/tax-center/newsroom/filing/filing-online/ask-a-tax-pro
eGain Solve Suite:
http://hd.egain.com/wp-content/overviews/egain_overview.pdf
eGain Advisor Desktop:
http://www.egain.com/egain-advisor-desktop/
eGain AI+Knowledge:
http://www.egain.com/products/knowledge_agent/
eGain AI+SelfService:
http://hd.egain.com/wp-content/overviews/egain_overview_selfservice.pdf
eGain Virtual Assistant:
http://www.egain.com/products/virtual-assistant-software/
eGain Try+Buy™: http://www.egain.com/try-buy/
About H&R Block
H&R Block, Inc. (NYSE: HRB) is a global consumer tax
services provider. Tax return preparation services are
provided by professional tax preparers in approximately 12,000
company-owned and franchise retail tax offices worldwide,
and through H&R Block tax software products for the
DIY consumer. H&R Block also offers adjacent Tax Plus products
and services. In fiscal 2018, H&R Block had annual revenues of
over $3.1 billion with over 23 million tax returns prepared
worldwide. For more information, visit the H&R Block
Newsroom.
About eGain
eGain customer engagement solutions power digital transformation
for leading brands. Our top-rated cloud applications for social,
mobile, web, and contact centers help clients deliver connected
customer journeys in an omnichannel world. To find out more about
eGain, visit http://www.egain.com.
eGain, the eGain logo, and all other eGain product names and
slogans are trademarks or registered trademarks of eGain Corp. in
the United States and/or other countries. All other company names
and products mentioned in this release may be trademarks or
registered trademarks of the respective companies.
H&R Block media contact
Amy
Schiska-Lombardamy.schiska-lombard@hrblock.com
eGain media contact
Cynthia TuEmail: press@egain.comPhone: 408 636
4505
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