Case Study: European Tax Agency achieves 89% online tax returns and massive call deflection with eGain SuperChat

European Tax Agency Goes Digital with eGain Virtual Assistant, Chat, and Offers

A major European tax authority serving 41 million individuals and 5 million businesses runs a 22,000‑person virtual contact centre that handles 70% of national government transactions. Faced with massive contact volumes (for example, 50 million calls and over a billion online transactions in 2014/15) and a mandate to cut net costs by 15% while making digital the preferred channel, the agency needed a scalable, user‑friendly solution to improve service and efficiency.

The authority implemented a multi‑channel digital tax platform with eGain SuperChat—Virtual Assistant, live chat and targeted Offers—training the VA to handle common queries and escalate seamlessly to agents. The deployment delivered 257,000 VA interactions, raised online tax returns to 89%, deflected 88,000 calls and eliminated 41,000, halved wait times, cut paper use by 21% and sustained customer satisfaction above 80%, while paving the way for further omnichannel and knowledge‑management enhancements.