Intuit AI drives taxpayers through TurboTax “Express Lane” experience

“Our vision is taxes done for everyone: any way, any time, any tax situation, any device.”

Varun Krishna, Executive VP and GM Intuit Consumer Group

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This year’s tax season is a timely case in point. 

Intuit is experimenting with a new AI-driven express lane experience for filers of simple tax returns that’s enabling a select group of customers to complete their taxes in as little as 10 minutes with its TurboTax mobile app. 

At the outset of the 2022 tax season, the TurboTax team set a bold goal to create a reimagined experience that has exceeded our expectations, with filing times as quick as four minutes for a cohort of returning filers. 

By asking only the questions most pertinent to an individual’s tax situation, and leveraging the AI fields of natural language processing and machine learning TurboTax has made it possible for thousands of taxpayers to accurately file in record time, with minimal work.

Having provided AI-driven experiences in our TurboTax products for millions of customers for many years, we’re excited to see how the speed and simplicity of this radically simplified tax flow has benefited express lane users, 90% of whom are GenZ and Millennials. 

Here’s what a few of them had to say:

“I love how much it’s been streamlined to be easier than ever before, only taking a few minutes to file. I’ve used this app for a while now and have never had any complaints, even telling my coworkers about it to make things easier for them as well! 15 out of 10 in my book!!”

“Literally does all the work for me…. it cut the hour I took each year and turned into like 5 minutes.”

“Super easy and fast. I don’t know much about taxes but this was a walk in the park!! Thanks turbo😏”

Experimentation is built into Intuit’s culture of tech innovation. Time and time again, we’ve navigated major business, technology, and cultural shifts to create game-changing new experiences for consumers and small businesses through a tried-and-true approach to Customer-Driven Innovation and Design for Delight.  

We look forward to what the future holds as we apply learnings from this year’s express lane experimentation to fulfill our long-term vision for taxes done “any way, any time, any tax situation, any device” for even the most complex and nuanced tax situations.