Who: H&R Block & Microsoft Azure
H&R Block, serving 21 million clients, understands that taxes are personal, reflecting individuals’ most impactful life events. Using Azure AI, including Azure Form Recognizer and Azure Cognitive Search, H&R Block transforms the once tedious process of tax filing into a more efficient, client-focused experience. The organization leverages AI and machine learning to efficiently manage and process tax data, enabling tax professionals to focus on providing personalized services.
What: Tax filing transformation
Facing the task of handling over 21.6 million tax returns with varying complexities, H&R Block sought to modernize the tax filing process. Recognizing the evolving needs and preferences of their clients, they have shifted from traditional paper-based methods to digital and hybrid solutions. The objective is to offer personalized client experiences, reducing the stress associated with tax time.
Before: The traditional tax time struggles
Traditionally, tax filing involved an exhaustive process of data entry, complicated by the intricacies of the US tax system. H&R Block aimed to reduce this burden by equipping its team with a comprehensive history of each client, which would expedite the process, making it less stressful and more personal for both clients and professionals.
The process: Embracing Azure Machine Learning and Azure AI
Having previously worked with Microsoft and being an active user of Microsoft Azure, H&R Block turned to Azure Machine Learning and Azure AI to streamline the tax process. By eliminating data silos and fully embracing cloud-native services like Azure Cosmos DB and Azure Data Lake, they unlocked previously inaccessible AI capabilities. Azure Cognitive Search now allows tax professionals to quickly access detailed client histories, enabling more personalized client interactions.
After: Streamlined tax filing and enhanced client experiences
The adoption of Microsoft Azure Form Recognizer, an AI service, allows H&R Block to extract critical information from a wide variety of tax documents. The system places data accurately, freeing tax professionals to connect with clients and discuss their financial needs in greater depth. This not only improves accuracy and agility in operations but also aligns with the company’s sustainability goals by reducing paper usage.
Conclusion: Leveraging technology for client-centric services
The transformation enabled by Azure AI doesn’t just streamline tax filing—it fundamentally improves the client experience. Clients can now approach tax season with increased confidence, knowing their tax professional is equipped with all necessary historical data and can focus on personalizing the service. As Erika Algarin, Director of Assisted Tax Transformation at H&R Block, puts it, “Technology allows us to do that and helps us put our clients in the driver’s seat.”
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