Innovative Thinking Intuit CTO on the AI-driven Virtual Expert Platform Behind TurboTax Live At this month’s VentureBeat Transform 2021 conference, Intuit CTO Marianna Tessel joined VentureBeat Founder and CEO Matt Marshall during the “Conversational AI & Intelligent AI Assistants” track on Day 3 for a deep dive into the AI-driven virtual expert platform behind the company’s TurboTax Live and QuickBooks Live products and services. In a wide-ranging discussion, Written by Intuit Blog team Published Jul 27, 2021 - [Updated Nov 9, 2022] 1 min read At this month’s VentureBeat Transform 2021 conference, Intuit CTO Marianna Tessel joined VentureBeat Founder and CEO Matt Marshall during the “Conversational AI & Intelligent AI Assistants” track on Day 3 for a deep dive into the AI-driven virtual expert platform behind the company’s TurboTax Live and QuickBooks Live products and services. In a wide-ranging discussion, Tessel described how Intuit has applied AI technology to tackle one of the most challenging problems its customers face: lack of confidence. In the talk, Tessel explores the AI technologies that power these experiences, including knowledge engineering, machine learning, and natural language processing/understanding (NLP/NLU). For customers seeking digital assistance, the platform can understand what’s being asked, interact live, interpret documents and rules, and provide clear answers. When live human advice is needed, the platform acts as a matchmaker, connecting customers with the best available tax specialist or accountant to review and discuss documents together. The success of Intuit’s virtual expert platform is reflected in its popularity. In fiscal year 2020, its TurboTax Live customer base grew by 70 percent, and more targeted and personalized assistance helped shrink average customer care handling times 15 percent. Notably, the company’s tax accountant expert network expressed higher satisfaction as well. To view Tessel’s VentureBeat Transform 2021 Day 3 fireside chat, check out this article or register for on-demand access at VentureBeat Transform 2021. And, if you’re interested in learning more about how Intuit is melding the best of machines and humans in its “Live” products, check out this Wired Insider article and have a look at Intuit’s mainstage appearance at the AWS Machine Learning Summit 2021 (Chief Data Officer Ashok Srivastava’s remarks begin at 49:39 in this video). Previous Post Intuit Women in Engineering: Using AI & Data to Help… Next Post Building Deep Customer Empathy to Solve Any Problem Written by Intuit Blog team Our team of contributors loves to uncover inspiring stories and share helpful tips to help power your prosperity. Browse Related Articles Social Responsibility Making a global impact Social Responsibility 40 years of powering prosperity: Highlights from Intuit’s 2023 Corporate Responsibility and Diversity, Equity, and Inclusion Report Social Responsibility Intuit’s New Food Truck Program Empowers Underserved Youth with Vital Financial, Technical, and Entrepreneurial Skills Social Responsibility Intuit for Education Innovative Thinking Responsible AI helps small businesses grow and do more. Diversity, Equity and Inclusion Building Inclusion: setting a path to success for Latinos in tech Social Responsibility Women in Tech: Why We Need More Innovative Thinking Introducing Intuit Assist News Intuit Responds to U.S. Federal Trade Commission’s Decision And Reaffirms its Commitment to Free Tax Preparation Intuit Experts Best Jobs for Seniors: Part Time Jobs in Tax Preparation and Bookkeeping