Case Study: Davčna Uprava Republike Slovenije achieves faster taxpayer self-service with Artificial Solutions

Virtual Assistant Transforms Slovenian Tax Authority

Davčna Uprava Republike Slovenije, the Slovenian tax authority, was dealing with tens of thousands of taxpayer queries every day and relied on limited office hours and email, which made simple questions slow and frustrating to resolve. Before working with Artificial Solutions, the agency was seen as rigid and unfriendly, and its expert advisors were spending valuable time on routine enquiries.

Artificial Solutions implemented VIDA, an intelligent virtual assistant on the DURS website, using natural language processing to answer common questions and improve online self-service. The solution immediately handled a large volume of general enquiries, was continually updated with new Q&A, and within a short time answered 73% of taxpayer questions through the website. This helped reduce waiting times, extend service beyond traditional hours, and transform DURS into a more efficient and user-friendly public service.

Davčna Uprava Republike Slovenije