For years, Intuit has leveraged artificial intelligence (AI) to transform how consumers and businesses manage their finances for the better. Deploying these technologies responsibly and at scale is no easy feat. Through early investments in building an AI-driven expert platform, where AI supercharges human experts, and human experts supercharge AI, Intuit is serving customers at the cutting edge of today’s AI and data revolution.
We’ve made significant progress against a multi-year strategy to offer an AI-powered tax solution for every tax filer by expanding our network of tax experts and delivering faster, smarter, more personalized AI-driven experiences that unlock confidence that our customers’ taxes are done right—and they are getting the maximum refund they deserve, guaranteed.
As individual and business tax returns were set to be filed this past April, tens of millions of Intuit customers and thousands of experts saw the fruits of this labor firsthand, through hyper-personalized filing experiences, and the interweaving of digital and human expertise.
On April 15, the U.S. Tax Day, Intuit logged 185 billion real-time transactions and processed 14 petabytes of real-time data all in one day. We processed 500 million user requests and 11 million transactions per second across 50 billion data points.
Intuit Assist for TurboTax anticipated needs, delivered personalized explanations at scale
Throughout the tax season, Intuit Assist for TurboTax leveraged decades of domain expertise, rich data and large language models (LLMs) to deliver a game-changing tax experience. Underpinned by a proprietary Intuit tax knowledge engine that codifies more than 100,000 pages to describe and interpret the tax code, including 15,000+ federal tax forms and state tax forms for individual and business tax filers in the U.S. Intuit customers knew they could count on TurboTax to be up to date on the latest tax laws when guiding them through the filing process.
Altogether, millions of individual tax filers received easy-to-understand contextual explanations of tax calculations, backed by real-time accuracy checks.
This is data and GenAI working at scale through Intuit’s internal development and partner collaboration.
We worked closely with Anthropic and Amazon Web Services to boost tax filer confidence by marrying the power of our tax knowledge engine, which accurately calculates customer taxes, with the advanced text capabilities of Anthropic Claude via Amazon Bedrock. We evaluated and tested thousands of use case examples to meet customer expectations for the quality and accuracy of tax explanations. For example, explaining why a federal refund is lower than last year, why they received a certain amount for earned income credit, why they have a balance due, why they didn’t qualify for a child tax credit, etc.
Interplay between AI capabilities and human experts instills trust and confidence
This tax season, we onboarded an unprecedented number of tax and bookkeeping professionals to our Virtual Expert Platform in record time, enabling them to deliver timely AI-supported answers and explanations to customers, with speed and at scale, using Intuit Assist for experts. On peak Tax Day, April 15, thousands of experts spent 125,000 hours serving customers.
Sophisticated Intuit AI machine learning models accelerated and optimized real-time matching and routing of customers to the right expert at the right time, tailoring customer-specific needs to expert profiles and availability. To further drive efficiencies and save valuable time for experts, Intuit also leveraged machine learning to route customer calls to the best expert for their needs and natural language processing to generate real-time call summaries.
Every day our experts impact the lives of millions of consumers and small businesses. By seamlessly connecting AI and human expertise on our platform, Intuit is delivering on our promise to put more money in our customers’ pockets, save time, and instill complete confidence in their financial decisions.
How Intuit is harnessing the power of data and AI for customers
For more than a decade, Intuit’s robust data and AI capabilities have been foundational to the company’s success as a fintech industry leader and technology innovator. Intuit Assist – the company’s generative AI-powered assistant – provides personalized, intelligent recommendations that help customers make smart financial decisions with less work and complete confidence.
Built with Intuit’s proprietary GenOS (generative AI operating system), Intuit Assist is embedded across the company’s platform and products—including Intuit TurboTax, Credit Karma, QuickBooks, and Mailchimp—putting next-generation AI in the hands of consumers and small businesses.
We’re proud of the value we’ve delivered this tax season—and excited about the AI/GenAI-powered “done for you” future we’re continuing to build for next season. Stay tuned!