Case Study: TFX handles tax season surges with Twig

Tax season loads handled by AI

TFX, a leading U.S. tax preparation service, struggled to handle the massive seasonal surge in customer support requests during tax season. Their agents were overwhelmed by highly technical IRS questions, leading to bottlenecks, slow responses, and a high dependency on senior specialists. To address these challenges, they implemented Twig.

By using Twig, which was trained on the full IRS corpus, agents gained instant access to authoritative answers. This solution allowed TFX to handle peak-season volume without extra staffing, significantly reduced escalations to specialists, and resulted in faster, more accurate customer replies, leading to higher overall satisfaction.

TFX