HMRC to use voice recognition to speed up calls

Published On Mar 11, 2025, 11:00 AM

The UK HM Revenue and Customs (HMRC) is implementing a voice recognition system to enhance call handling and security for taxpayers. This decision comes in response to significant criticism regarding long wait times and unanswered calls. The system aims to expedite security checks, making the process quicker for callers. It is part of broader efforts to modernize HMRC services, responding to the challenges posed by increased demand for assistance.

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Stock Forecasts

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AVGO

Positive

The implementation of voice recognition technology can enhance HMRC's operational efficiency. Companies in the tech space that provide such solutions may benefit from increased demand in the public sector. Additionally, companies specializing in biometric technology and call center solutions could see a positive market response as more government agencies look for similar upgrades.

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IQV

Negative

Conversely, if HMRC's technological upgrade fails to alleviate existing customer service issues, there could be negative implications for public trust and potentially for private sector firms that have contracts with HMRC. Any public backlash or calls for further scrutiny could lead to market volatility in firms that operate in the public sector.

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