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Good practice Imported

National Tax Service AI Consultation — South Korea's Voice-AI Line Lifts Tax Call Success From 24% to 98%

South Korea · Sejong · See the South Korea profile · See the Sejong profile

Evidence: Descriptive / self-reported Top 62% 53/100 · Ask Evidence Copilot about this practice

In May 2024, South Korea's National Tax Service became the first agency to run an AI voice consultant on its 126 tax hotline, lifting call-success from 24% to 98%, handling 1,250 concurrent calls and 2.7x more consultations at roughly 5% of the cost of 1,000 extra staff.

24% -> 98%
Call-success rate (2023-2024)
~840,000
Total consultations (2024)
2.7x
Consultation volume increase (2024)
1,250
Concurrent call capacity
KRW 400 million vs. KRW 8 billion (~5%)
System cost vs. equivalent staffing
National Tax Service AI Consultation — South Korea's Voice-AI Line Lifts Tax Call Success From 24% to 98%

Details

Maturity
Established
Promoter
National Tax Service (NTS), Republic of Korea
Period
2024
Keywords
Tax administration, citizen services, voice AI, contact centre

Context

South Korea's national tax hotline '126' connected only 24% of calls successfully during the previous year's peak filing period.

Activities

In May 2024, the National Tax Service became the first Korean agency to deploy an AI voice-recognition consultant, trained on more than two million past consultation records plus tax law and precedents, fielding up to 1,250 concurrent calls around the clock.

Results

Call-success rate rose from 24% to 98% in 2024, with total consultations climbing to roughly 840,000 — 2.7 times the prior year's volume — at an estimated system cost of about 5% of hiring the equivalent counsellor capacity.

Implementation
Indicative cost
Low (< €50k) — NTS estimated system cost at ~KRW 400 million versus a projected KRW 8 billion to hire ~1,000 additional counsellors.
Time to results
Short (< 1 year) — Deployed May 2024 during comprehensive income tax filing season.
Staffing & skills
National Tax Service call-centre staff (human specialists for complex cases)

Conditions for success

  • training on 2M+ past consultation records plus tax law/regulations
  • 24/7 operation including holidays

Common failure modes

  • no public data on misdirection rates or complaint volumes
  • no independent audit of headline figures

Commonly funded by

National / regional programmes

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Data sources

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