TGR's AI Voice Agent — Chile's Treasury Resolves 60% of Tax-Season Calls Without a Human

Chile's Tesorería General de la República (TGR), the agency that collects and manages state debts and tax-related payments, had historically been able to answer only about half of the phone enquiries it received during the peak demand of the annual income-tax filing period, Operación Renta.
Working with technology partner CGS Nexus, TGR began developing an AI voice agent in the second half of 2024 and put it into public operation for the first time during Operación Renta 2025. The agent is trained to handle more than 50 categories of tax-related enquiries; when a call requires access to sensitive taxpayer records or judgement beyond its scope, it automatically transfers the caller to a human executive along with the full conversation history.
During Operación Renta 2025 the agent autonomously resolved 60% of the calls it handled, serving more than 43,000 people with 99% operational adherence, and — according to TGR and CGS Nexus — virtually eliminated call abandonment during peak periods while cutting average handling time. The service continued operating through Operación Renta 2026.
The reported figures come from TGR and its vendor via Chilean press coverage rather than an independently published evaluation, and no data on caller satisfaction, error rates, or outcomes for the 40% of calls still requiring a human have been disclosed.

Read the full analysis: https://www.tvn.cl/exponencial/noticias/agentes-ia-servicio-publico-chile