Ask HMRC online

The digital assistant helps the user to navigate the information they need for clarity, confirmation, managing expectations and next steps. In many scenarios, the user can escalate to webchat with a human adviser to resolve a complex query.

External users can ask multiple questions, or can rephrase their questions in the digital assistant as a way to review the responses from the digital assistant. External users are asked to complete and submit a Customer Satisfaction (CSAT) survey post-chat. Users can also submit a Deskpro query, which will be resolved by the development team if there is any incorrect information in the service, or report if the se...

Sample user input for a virtual assistant