Ho Chi Minh City Tax Department launches AI hotline to handle taxpayer queries

The Ho Chi Minh City Tax Department has introduced an AI-powered hotline to efficiently handle taxpayer inquiries, freeing up officials to focus on complex issues. On August 8, the department held a ceremony to unveil the innovative technology, marking the first instance in Vietnam where AI and digital payment solutions are systematically applied in tax administration.

Director Doan Minh Dung stated that the hotline represents a strategic shift, offering rapid, precise, and real-time information to taxpayers. Technology will enable tax officials to concentrate on providing comprehensive advice, ultimately improving taxpayer satisfaction. Nguyen Hoa Bac, head of the Data Governance and Risk Management Division, explained that the department oversees data for over 350,000 businesses, 650,000 household businesses, and more than 8 million individual taxpayers.

Through AI analysis, the department discovered that 90% of tax-related queries revolve around basic information like office locations, contact details of tax officials, outstanding tax liabilities, and the status of temporary exit suspensions. These frequently asked questions have been automated, enabling taxpayers to receive instant assistance 24/7.

A crucial aspect of the hotline is its anti-fraud system, which displays a unique caller ID, "Thue TP.HCM," on recipients' phones. When AI virtual assistants contact taxpayers to remind them to pay outstanding taxes or inform them of temporary exit suspensions, they provide detailed information, including the taxpayer's full name, tax identification number, and outstanding tax amount.

The system also directs taxpayers on how to check their tax status and make payments through the official eTax Mobile application, reducing the risk of online scams and asset fraud. The AI hotline is complemented by partnerships with popular e-wallet providers, such as MoMo, ZaloPay, and VNPay, as well as banking applications like Vietcombank and ACB.

Taxpayers with outstanding tax liabilities will receive alerts directly through their preferred payment apps, allowing them to promptly meet their tax obligations.