Case Study: FURS Slovenia's Tax Authority achieves faster citizen support and higher human-call reach with Chatbase

FURS Slovenia's Tax Authority reaches 83% human-call SLA with Chatbase

The Financial Administration of the Republic of Slovenia (FURS), the national tax authority, faced a significant challenge during peak tax season where fewer than 50% of citizen callers could reach a human agent within their service target. FURS needed a solution to instantly handle routine citizen inquiries, freeing up their human experts to focus on complex cases. They implemented a specialized AI chatbot platform from the vendor Chatbase.

Chatbase's solution enabled FURS's tax experts, not engineers, to directly build and train five specialized AI agents tailored to different tax domains. This approach ensured accurate, compliant answers and eliminated update bottlenecks. The results were substantial: during the next peak season, 83% of callers reached a human within the target time, and the Chatbase agents successfully answered over 800,000 citizen questions, which was more than the call center itself had previously handled.

FURS Slovenia's Tax Authority