Hanoi Tax Department pilots AI-powered virtual assistant

On November 21, after eight months of development, the General Department of Taxation and Hanoi People’s Committee unveiled the AI-powered assistant, created by Hanoi Tax Department as part of a comprehensive project to integrate AI into tax management.

This virtual assistant is one of the first AI applications in the tax sector, designed to consolidate and categorise tax-related regulations, policies, and administrative procedures. With over 10,000 bilingual FAQs, it delivers quick and accurate responses to taxpayer queries, provides access to up-to-date administrative forms, and includes user-friendly instructional videos to guide users through complex procedures.

Photo: Hanoi Tax Department

Accessible 24/7, the assistant is available via multiple platforms, including the tax sector’s official e-portal, the eTax Mobile app, and the iHanoi digital citizen application. The tool is expected to offer individuals and businesses a convenient, efficient channel to access information and support.

Speaking at the launch event, Vice Chairman of Hanoi People’s Committee, Ha Minh Hai, emphasised the importance of enhancing the virtual assistant to maximise its effectiveness. Hai noted that integrating advanced features such as data analysis and forecasting capabilities would ensure the assistant remains a valuable resource for taxpayers.

He also highlighted the need for public awareness campaigns to ensure that individuals and businesses are fully informed about the tool’s availability and benefits. “Establishing feedback channels is equally critical,” Hai said. “Gathering input from users will help refine the assistant, aligning its features with real-world demands and ensuring continuous improvement.”

The introduction of the virtual assistant marks a significant milestone in Hanoi Tax Department’s digital transformation journey, demonstrating the city’s commitment to leveraging cutting-edge technology to improve public services.

Mai Xuan Thanh, general director of the General Department of Taxation, praised Hanoi Tax Department’s efforts to pioneer innovation and modernisation in tax administration.

“The creation of the virtual assistant is a testament to our expectations for Hanoi Tax Department to lead key reform initiatives,” Thanh said. “Its implementation marks a major shift from traditional taxpayer support methods to a more advanced, efficient approach.”

Thanh expressed hope that businesses, organisations, and individual taxpayers would actively utilise the assistant and provide constructive feedback to help further develop the service. He also called on the department to continue promoting the tool through extensive public awareness campaigns.

To ensure the assistant remains effective, Thanh directed functional units within the General Department of Taxation and Hanoi Tax Department to continuously enrich and verify the database. “Maintaining accuracy and expanding the assistant’s capabilities will ensure it serves taxpayers effectively and contributes to the sector’s broader goals of operational efficiency and satisfaction,” he said.

The virtual assistant is expected to become a cornerstone in modernising tax services, reflecting the tax sector’s broader strategy to harness AI for improved service delivery. By integrating this technology, Hanoi Tax Department aims to enhance transparency, accessibility, and efficiency in tax administration, setting a model for digital transformation across the country.

As the pilot progresses, the success of this initiative will be measured by the tool’s ability to meet user needs and its contribution to the country's broader digital transformation objectives.

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