Case Finnish Tax Administration


Finnish Tax Administration (Vero) is responsible for collecting taxes for society. The pervasive principle in all its operations is customer orientation.

The organization employs about 5,000 professionals and receives an average of 6,500 calls a day.

In some calls, the customer is identified by asking security questions. This identification – including gathering information to verify the client’s answers – can take up to 2 minutes.

To speed up calls, Vero tried Blue Prism Service Assist – customer service automation. Service Assist was first tested in inquiries regarding household tax deductions.

Service Assist automatically retrieves the information required in caller identification based on a social security number and assists the service agent through the call.

The automation allows the service agent to focus on customer service and work in a single view to which information required in various call stages automatically appears.


Based on the initial trial, Service Assist…

  • was easy to use.
  • can help guarantee a consistent quality of service.
  • can cut time spent on, e.g., identification to less than a minute, speeding up service and reducing costs. 


“Cooperation with Digital Workforce Services was fluent, easy and professional. The best part of our proof of concept was introducing new Blue Prism technology and way of automation, which were supported by supplier’s strong knowledge and easiness of cooperation.” 

Jisvi Hyyrynen, Product Owner Process development and automation, Finnish Tax Administration