H&R Block chooses eGain for AI-powered customer engagement
Recently, a tax preparation giant H&R Block selected eGain, a provider of cloud-based customer engagement solutions, to automate service and sales interactions for taxpayers at scale. H&R Block selected eGain based on the company’s solution capabilities, domain expertise, and a successful POC.
A 2018 Accenture global survey reported that, 70% of taxpayers mentioned they are willing to use AI to improve their tax fillings as 40% of respondents reported making a filing error in the last 24 months. Being at the centre front in tax preparation services, H&R Block wants to provide high-quality self-service and advisor-assisted experiences at scale using AI, machine learning, and virtual assistance.