Educating End Users on IT Self-Help Automation at the Internal Revenue Service

When the Internal Revenue Service sought to use AI to provide all 85,000 employees with 24/7 support, tools, training and troubleshooting on its enterprise-wide technology deployments, they called on our experts to help prepare people for the rollout.

As part of an agency-wide laptop refresh and operating system upgrade, the IRS launched “Winnie,” the agency’s first-ever chat bot and interactive digital service agent dedicated to supporting employees during the migration. Our team managed the end-user communications about Winnie, promoting awareness and increasing usage. We also helped IT employees to understand how to integrate Winnie into their help desk operations.

In her first three months, Winnie answered more than 10,000 questions. By the end of the migration, Winnie addressed 69,218 inquiries, facilitated 26,391 unique sessions with IRS employees seeking help, and resulted in quicker responses to employees with an astonishing average response time of 0.95 seconds. By checking with Winnie via text on the self-help site before calling the help desk, employees save valuable wait time and IT specialists can focus on resolving more complex IT issues.

Key Takeaway: “You all are awesome. I’m excited about the things we are going to be able to accomplish together in the coming years.” – Internal Revenue Service client

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