Case Study: Zambia Revenue Authority achieves 81% inbound query resolution and scalable website engagement with Engati

How Zambia Revenue Authority's solution engages website visitors

Zambia Revenue Authority, the government agency responsible for tax collection in Zambia, faced heavy website traffic and needed a scalable way to engage visitors and answer frequent queries. To address this challenge they partnered with Engati and deployed chatbot solutions on their website.

Engati implemented an NLP FAQ‑based chatbot alongside a customer support chatbot to deliver instant answers and an enriched customer experience; the bots now handle 81% of inbound queries, significantly improving response times and operational efficiency for the Zambia Revenue Authority.

Zambia Revenue Authority