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H&R Block chooses eGain for AI-powered customer engagement


Tax preparation giant H&R Block has selected eGain, a provider of cloud-based customer engagement solutions, to automate service and sales interactions for taxpayers at scale.

The eGain Solve solution is being used to power H&R Block’s new Ask a Tax Pro service, which became available on January 4. 

H&R Block selected eGain based on the company’s solution capabilities, domain expertise, and a successful POC.

The company is going to use eGain Virtual Assistant, eGain SuperChat, and eGain Cobrowse to enable a smooth, smart self-service journey for taxpayers with escalation, when needed, into the eGain Advisor Desktop.

According to a 2018 Accenture global survey, 70% of taxpayers said they would use AI to improve the accuracy of tax filings. In the same survey, 40% of respondents reported making a filing error in the last 24 months. As a market leader in tax preparation services, H&R Block wants to provide high-quality self-service and advisor-assisted experiences at scale using AI, machine learning, and virtual assistance.

H&R Block is committed to innovation that lets it provide an easier, simpler experience for customers who want to do their taxes online, said Heather Watts, senior vice president and general manager of digital at H&R Block. Watts added H&R Block’s work with eGain will help ensure that the new Ask a Tax Pro service delivers expertise with the convenience that the company's DIY clients need.

For more information about eGain, go to www.egain.com.


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