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Wolters Kluwer AI-powered advanced virtual agent ushers in the next generation of customer support

Advancements leverage Generative AI (GenAI) technologies to enhance efficiency, deliver critical insights, and drive unparalleled value for customers.

Wolters Kluwer Tax & Accounting (TAA), a global leader in professional information, software solutions, and services, today announced the release of new GenAI capabilities within its proprietary advanced virtual agent chatbot serving customers globally.

Designed with an emphasis on customer experience, the advanced virtual agent understands questions asked and written in everyday language, enabling quick and efficient responses, significantly narrowing the gap between query and solution. The technological enhancements also extend to support service agents by aiding in the creation of case summaries and knowledge-based articles, freeing them to focus on complex inquiries.

TAA’s advanced virtual agent operates in 10 countries, speaks six languages, and is integrated into 29 tax and accounting solutions, and the new enhancements will be first introduced in the U.S.

"Wolters Kluwer’s AI-powered solutions have consistently resolved complex challenges for our customers for decades, and this is the next evolution in how we’re building firm intelligence, enabling professionals to maximize expertise and optimize their productivity through instant access to relevant internal information," said Garrett Hale, Executive Vice President, Global Operations, Wolters Kluwer TAA.

Revolutionizing Customer Service

The GenAI enhancements continue to deliver on the TAA AI strategy, highlighting the power GenAI has to enhance the customer service paradigm and elevate the tax and accounting professional with quicker access to support and answers with improved capabilities.

Harnessing the prowess of GenAI, the advanced virtual agent’s evolution is a testament to TAA's commitment to improving and investing in technological infrastructure.

The new AI functionality within the advanced virtual agent also offers numerous benefits to Wolters Kluwer’s customer service representatives, including improved productivity through instant access to relevant internal information and administrative task assistance. The advanced virtual agent’s ability to integrate with other workplace tools creates a convenient, all-in-one resource for employees.

Expanding Capabilities Globally

The initial launch of these capabilities is set for the U.S. with plans to roll out globally later in the year. This phased approach ensures a seamless transition and optimal performance across different regions.

Additional AI-enabled solutions

TAA’s upcoming AI enhancements are a continuation of more than a decade of investing in and deploying multiple forms of artificial intelligence into its global portfolio of award-winning tax and accounting solutions, including CCH Axcess™, CCH iQ, Twinfield, CCH® ProSystem fx®, and Xpitax® Outsourcing.

Additionally, TAA recently launched GenAI features within CCH® AnswerConnect – the industry’s longest standing research solution – that generate responses through an interactive Q&A function, enriching the search experience for customers with relevant and timely intelligence. The new GenAI enhanced search functionality within CCH AnswerConnect allows for natural language queries from trusted sources within Wolters Kluwer content and helps customers understand recent tax law changes, prepare tax returns and identify tax planning opportunities.

Responsible AI

Wolters Kluwer adheres to development standards and processes that promote responsibility and accountability for AI systems and their outcomes. The company addresses risk management and issue remediation during design, development and after deployment. In 2023, the company released its AI Principles, which support the development of secure, explainable AI that is rooted in its high-quality, expert-curated, domain content.

Wolters Kluwer TAA enables tax and accounting professionals and businesses of all sizes to drive productivity, navigate change, and deliver better outcomes.

For more information on the latest in AI, please visit Wolters Kluwer’s corporate AI Center or the TAA AI Hub page.

About Wolters Kluwer

Wolters Kluwer (EURONEXT: WKL) is a global leader in information, software solutions and services for professionals in healthcare; tax and accounting; financial and corporate compliance; legal and regulatory; corporate performance and ESG. We help our customers make critical decisions every day by providing expert solutions that combine deep domain knowledge with technology and services.

Wolters Kluwer reported 2023 annual revenues of €5.6 billion. The group serves customers in over 180 countries, maintains operations in over 40 countries, and employs approximately 21,400 people worldwide. The company is headquartered in Alphen aan den Rijn, the Netherlands.

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