FURS AI Chatbot Family — Slovenia's Generative-AI Assistants for Tax, Customs and Duties

Slovenia's tax authority, the Financial Administration of the Republic of Slovenia (FURS), launched a generative-AI chatbot on 8 May 2025 to answer public questions about VAT (DDV) and tax cash registers. Over the following months FURS extended the same approach to further subject-specific chatbots covering personal income tax, business-entity taxes, customs, environmental charges, excise duties and the EU's carbon border adjustment mechanism (CBAM). What began as a single pilot grew into a family of generative-AI assistants covering most of the tax and customs domains FURS administers.

The chatbots aim to give the public instant, 24/7 answers to routine tax, customs and duty questions without needing to contact a human agent. FURS also intended the bots to reduce the load on its human call-centre staff so they can focus on complex, case-specific enquiries.

Content shown by the chatbots is refreshed daily by trained contact-centre staff, and user ratings are fed back into ongoing improvements. By design the bots draw only on FURS's public website and guidance rather than any personal or confidential taxpayer data, and anyone with a case-specific question is directed to the human VAT Call Centre.

By around March 2026, roughly six months into the newest chatbots' operation, Slovenian media reported the chatbot family was fielding about 800 different users and more than 3,000 questions a day, concentrated on weekdays, and had answered over 800,000 questions in total since the rollout began in May 2025. FURS says the bots now field more queries than its human call-centre staff. These usage figures come from Slovenian media reporting rather than an official, continuously published FURS statistics page, so they are credible but not independently audited.

The rapid expansion from a single VAT chatbot to a family spanning income tax, customs, excise duties and CBAM suggests the approach has proven internally replicable across tax domains within FURS. No other country's tax authority has yet been documented adopting the same approach.