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Good practice Imported

Morocco's DGI 'Chatbox' — a Bilingual AI Virtual Assistant for Tax Services, Live Since 2022

Morocco · Rabat · See the Morocco profile · See the Rabat profile

Evidence: Descriptive / self-reported Top 66% 53/100 · Ask Evidence Copilot about this practice

Since January 2022, Morocco's tax authority (DGI) has run 'Chatbox', a bilingual Arabic/French AI virtual assistant answering online-tax-service questions 24/7 via its web portal and the Daribati mobile app, under the country's administrative-simplification law.

Details

Promoter
Direction Générale des Impôts (DGI), Ministry of Economy and Finance, Kingdom of Morocco
Period
Since January 2022
Keywords
taxation, digital government, citizen services, AI chatbot

Context

On 19 January 2022, Morocco's Direction Générale des Impôts (DGI), part of the Ministry of Economy and Finance, announced the deployment of an AI-based virtual conversational agent, 'Chatbox', to diversify its communication channels under Law No. 55-19 on simplifying administrative procedures.

Objectives

The bilingual (Arabic/French) assistant aims to answer citizens' most common questions about online tax services 24/7, complementing the DGI's existing call centre, online appointment booking and e-complaint services.

Activities

Chatbox is available on the DGI's web portal (tax.gov.ma) and the 'Daribati' mobile application. At launch, its scope was limited to answering the most common questions about the SIMPL online tax-filing service, with the DGI stating plans to progressively expand coverage to other tax matters.

Conclusions

Neither the DGI's own announcement nor independent technology-press coverage (Voicebot.ai) reports usage volumes, resolution rates or accuracy figures, and nearly four years after launch there is no public evaluation confirming whether the announced expansion of scope has taken place.

Implementation
Indicative cost
Low (< €50k)
Time to results
Short (< 1 year) — Live since 19 January 2022; scope originally limited to SIMPL online-filing questions with stated plans to expand, not independently confirmed as of the latest available coverage.
Staffing & skills
Direction Générale des Impôts (DGI), Ministry of Economy and Finance

Conditions for success

  • Legal basis under Law No. 55-19 on simplifying administrative procedures
  • Integration with existing DGI channels (web portal tax.gov.ma, Daribati mobile app, call centre, e-complaint service)
  • Bilingual Arabic/French support

Common failure modes

  • No usage volumes, resolution rates or citizen-satisfaction data have ever been published
  • Initial scope limited to SIMPL online-service questions, with no public confirmation the planned expansion to other tax matters has occurred, nearly four years after launch
  • Underlying AI technology and training data not disclosed

Where it fits

Governance type
national tax administration
Scale
national

Commonly funded by

National / regional programmes

Indicative funding routes for practices of this type — always check each programme's current calls and eligibility rules.

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Data sources

Where this practice's information was retrieved from, and when.

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