Commitment #2 | Develop autonomous virtual assistance in the Portal das Finanças
What is the commitment?
Strengthen the fiscal support provided to taxpayers by implementing a 24/7 helpline that allows:
- the automatic provision of clarifications;
- the speed and accuracy of responses.
In addition, it should contribute to boosting voluntary compliance and reducing litigation, strengthening and increasing citizens' confidence and contributing to innovation in the services provided.
Progress
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Legend:
Macro Activitie 1 - Strengthening technological and semantic readiness.
Macro Activitie 2 - Implementation of a relationship diagnosis module, based on indicators collected in a back office and focus group.
Macro Activitie 3 - Continuous training and adjustment of performance to increase efficiency.
Macro Activitie 4 - Reassessment and continuous improvement.
Description of expected results:
- Increase of taxpayer satisfaction;
- Reduction of unanswered calls in CAT;
- Reduction in the number of requests at the e-balcão.
