HMRC’s report into taxpayers’ experience of Intelligent Telephony Automation, which involves voice recognition technology to respond to the caller, found that taxpayers would rather deal with an adviser directly to solve their issues.

Taxpayers using the automated system believed that their query required a tailored response and were only satisfied once their expectations were met and they had spoken to an adviser.

Those who disconnected following an automated message called back immediately to try and circumvent the system and get through to an adviser by finding an alternative route.

Many taxpayers who also disconnected chose to go online instead to try and solve their query.

Taxpayers suggested that HMRC should improve the system by:

• Targeted or simple queries – those who have simple queries or seek reassurance are more likely to use the system than those who are ‘panicked’ or ‘frustrated’ and see their queries as urgent;
• Short and easy to use – no longer than five minutes;
• Clear options including ‘other’ option – options should route the taxpayer to a tailored response and help those who are unsure of how to answer to stop disconnection and multiple calls;
• No unexpected disconnection – taxpayers should be warned before disconnection occurs and be given the chance to conform their query has been solved; and
• No repetition – where taxpayers need to be referred to an adviser, any information provided during the telephone automation system should be passed on.

HMRC’s findings are based on 45 telephone interviews with taxpayers who had called HMRC’s telephone helplines in November 2016.

HMRC’s report: Customer experience of Intelligent Telephony Automation is available here.