Chile · Santiago · See the Chile profile · See the Santiago profile
Evidence: Observational / pre–post Top 74% 47/100 · Ask Evidence Copilot about this practice
During Chile's 2025 tax season, the Treasury's (TGR) new AI voice agent autonomously resolved 60% of taxpayer phone enquiries — serving over 43,000 callers with 99% operational adherence — up from roughly half of calls answered during peak demand before the system existed.
Chile's Tesoríría General de la República (TGR) 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 developed an AI voice agent in the second half of 2024, trained to handle more than 50 categories of tax-related enquiries and to automatically transfer callers needing sensitive records or judgement beyond its scope to a human executive, along with the full conversation history.
The agent entered public operation for the first time during Operación Renta 2025 and continued operating through Operación Renta 2026.
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. These 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.
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