What challenges did National Association of Tax Professionals face before AI implementation?

Lengthy customer service response times for tax professionals. Manual handling of frequent, repetitive member inquiries limited scalability. Need to modernize support processes and enhance the customer experience.

What was the impact of the AI solution?

Significant reduction in response times for support requests. Improved efficiency of customer service processes across NATP's national membership. Freed up staff time from routine queries.

Source

MicrosoftProductionEvidence: Low40/100

AI chatbot streamlines service for tax professionals nationwide

Use case typeCustomer communication automationUpdated Jun 13, 2026

Core BTS partnered with the National Association of Tax Professionals (NATP) to address slow customer service response times and improve support efficiency for tax professionals across the United States. By implementing Microsoft AI-powered chatbot solutions, the collaboration enabled automation of client interactions, handling a substantial share of inquiries. This change reduced response times, optimized staff priorities, and built a more efficient service delivery platform. NATP members experience more rapid and consistent support, while Core BTS leverages Microsoft's AI stack to drive innovation in service processes. The project demonstrates effective use of AI for automating high-volume customer support interactions in the professional services/tax sector.

Organization: National Association of Tax Professionals
Industry: Professional Services
Location: United States
Published: July 2024

Reported outcomes

Strategic outcomes

Customer experience & trustImproved support experience for membersSpeed & agilityReduced support response timesScale & capacityAutomated common client inquiriesEmployee experienceFreed staff for higher-value work

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks

Customer: National Association of Tax Professionals
Provider: Microsoft
Maturity: Production
Linked source: linkedin.com

Developed and deployed Microsoft AI-powered chatbot for the NATP platform

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 2 of 2

1Automated client query resolution for tax professionals
2AI chatbot for professional services inquiry management

Lengthy customer service response times for tax professionals.
Manual handling of frequent, repetitive member inquiries limited scalability.
Need to modernize support processes and enhance the customer experience.

Developed and deployed Microsoft AI-powered chatbot for the NATP platform.
Automated resolution of a majority of common client queries.
Optimized service platform to route more complex inquiries to staff, freeing up time for higher-value activities.

Technologies

AI Chatbot

Significant reduction in response times for support requests.
Improved efficiency of customer service processes across NATP's national membership.
Freed up staff time from routine queries.

Implementation partners1

Core BTS

Sources & evidence1

Evidence: Low40/100Evidence strength