Case Study: a large SaaS online tax service provider improves customer support with Persistent Systems

Improved Customer Experience for a Provider of SaaS Tax Software

Persistent Systems worked with a large SaaS online tax service provider that offers online tax preparation solutions for American consumers and tax professionals. Because the business is highly seasonal, customer queries spiked during the annual tax filing period, creating scalability issues, long response times, and knowledge-sharing challenges for newly hired support contractors.

Persistent Systems implemented a three-phase solution using Microsoft cloud, AI, and generative AI technologies, including Azure Stack, Azure OpenAI Models, Azure Cognitive Search, and Azure BOT Service. The team built a central knowledge repository, a conversational AI Teams bot, and an automated real-time data pipeline to keep answers current. The result was about 80% faster turnaround in customer query resolution, about 75% better response accuracy, and around 40% savings in total FTE cost.