{"id":6150,"date":"2021-07-27T10:10:19","date_gmt":"2021-07-27T17:10:19","guid":{"rendered":"https:\/\/intuitblog.com\/?p=6150"},"modified":"2022-11-09T14:25:13","modified_gmt":"2022-11-09T22:25:13","slug":"intuit-cto-on-the-ai-driven-virtual-expert-platform-behind-turbotax-live","status":"publish","type":"post","link":"https:\/\/www.intuit.com\/blog\/innovative-thinking\/intuit-cto-on-the-ai-driven-virtual-expert-platform-behind-turbotax-live\/","title":{"rendered":"Intuit CTO on the AI-driven Virtual Expert Platform Behind TurboTax Live"},"content":{"rendered":"<p><a href=\"https:\/\/venturebeat.com\/event\/transform-2021\/on-demand\/?ac_vh_s=link#\/channel\/day-3\/ivfemu3ojbxuewtljzataxzvifrgqrd2\" target=\"_blank\"><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-6155 alignnone\" src=\"https:\/\/intuitblog.com\/wp-content\/uploads\/2021\/07\/VentureBeat_Screenshot_Blog_1200x628-1.jpg\" alt=\"\" width=\"640\" height=\"335\" srcset=\"https:\/\/intuitblog.com\/wp-content\/uploads\/2021\/07\/VentureBeat_Screenshot_Blog_1200x628-1.jpg 1200w, https:\/\/intuitblog.com\/wp-content\/uploads\/2021\/07\/VentureBeat_Screenshot_Blog_1200x628-1.jpg?resize=150,79 150w, https:\/\/intuitblog.com\/wp-content\/uploads\/2021\/07\/VentureBeat_Screenshot_Blog_1200x628-1.jpg?resize=300,157 300w, https:\/\/intuitblog.com\/wp-content\/uploads\/2021\/07\/VentureBeat_Screenshot_Blog_1200x628-1.jpg?resize=768,402 768w, https:\/\/intuitblog.com\/wp-content\/uploads\/2021\/07\/VentureBeat_Screenshot_Blog_1200x628-1.jpg?resize=1024,536 1024w, https:\/\/intuitblog.com\/wp-content\/uploads\/2021\/07\/VentureBeat_Screenshot_Blog_1200x628-1.jpg?resize=740,387 740w, https:\/\/intuitblog.com\/wp-content\/uploads\/2021\/07\/VentureBeat_Screenshot_Blog_1200x628-1.jpg?resize=720,377 720w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/><\/a><\/p>\n<p><span style=\"font-weight: 400;\">At <\/span><span style=\"font-weight: 400;\">this month\u2019s<\/span> <a href=\"https:\/\/venturebeat.com\/event\/transform-2021\/on-demand\/#\/channel\/day-3\/ivfemu3ojbxuewtljzataxzvifrgqrd2\" target=\"_blank\"><span style=\"font-weight: 400;\">VentureBeat Transform 2021<\/span><\/a><span style=\"font-weight: 400;\"> conference, Intuit CTO Marianna Tessel joined VentureBeat Founder and CEO Matt Marshall during the \u201cConversational AI &amp; Intelligent AI Assistants\u201d track on Day 3 for a deep dive into the <\/span><a href=\"https:\/\/www.intuit.com\/strategy\/#bigbet-2\" target=\"_blank\"><span style=\"font-weight: 400;\">AI-driven virtual expert platform<\/span> <\/a><span style=\"font-weight: 400;\">behind the company\u2019s <\/span><a href=\"https:\/\/turbotax.intuit.com\/personal-taxes\/online\/live\/overview\/\" target=\"_blank\"><span style=\"font-weight: 400;\">TurboTax Live<\/span><\/a><span style=\"font-weight: 400;\"> and <\/span><a href=\"https:\/\/quickbooks.intuit.com\/live\/\" target=\"_blank\"><span style=\"font-weight: 400;\">QuickBooks Live<\/span><\/a><span style=\"font-weight: 400;\"> 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.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">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\u2019s 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.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The success of Intuit\u2019s 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\u2019s tax accountant expert network expressed higher satisfaction as well.\u00a0\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To view Tessel\u2019s VentureBeat Transform 2021 Day 3 fireside chat,<\/span><span style=\"font-weight: 400;\"> check out this <\/span><a href=\"https:\/\/venturebeat.com\/2021\/07\/21\/intuit-expanded-userbase-with-ai-assistants-and-virtual-human-experts\/\" target=\"_blank\"><span style=\"font-weight: 400;\">article<\/span><\/a><span style=\"font-weight: 400;\"> or <\/span><span style=\"font-weight: 400;\">register for on-demand access at <\/span><a href=\"https:\/\/venturebeat.com\/event\/transform-2021\/on-demand\/#\/channel\/day-3\/ivfemu3ojbxuewtljzataxzvifrgqrd2\" target=\"_blank\"><span style=\"font-weight: 400;\">VentureBeat Transform 2021<\/span><\/a><span style=\"font-weight: 400;\">. And, if you\u2019re interested in learning more about how Intuit is melding the best of machines and humans in its \u201cLive\u201d products, check out this <\/span><a href=\"https:\/\/www.wired.com\/sponsored\/story\/how-ai-will-help-put-a-human-financial-advisor-in-your-pocket\/\" target=\"_blank\"><span style=\"font-weight: 400;\">Wired Insider<\/span> <\/a><span style=\"font-weight: 400;\">article and have a look at Intuit\u2019s mainstage appearance at the AWS Machine Learning Summit 2021 (Chief Data Officer Ashok Srivastava\u2019s remarks begin at 49:39 in <\/span><a href=\"https:\/\/www.youtube.com\/watch?v=dRcA_2Xw2FU&amp;list=PL2yQDdvlhXf9pBU8bAO_EseecE4_jaYZb&amp;index=2\" target=\"_blank\"><span style=\"font-weight: 400;\">this video<\/span><\/a><span style=\"font-weight: 400;\">).\u00a0 <\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>At this month\u2019s VentureBeat Transform 2021 conference, Intuit CTO Marianna Tessel joined VentureBeat Founder and CEO Matt Marshall during the \u201cConversational AI &amp; Intelligent AI Assistants\u201d track on Day 3 for a deep dive into the AI-driven virtual expert platform behind the company\u2019s TurboTax Live and QuickBooks Live products and services. In a wide-ranging discussion,<\/p>\n","protected":false},"author":151417813,"featured_media":6151,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"rkv_browse_by_id":0,"rkv_cta_id":0,"rkv_optimize_for_pagespeed":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"useModifiedDate":false,"customPublishDate":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[237496403,237496405],"tags":[237495715,1454,1216800,237495716,40978,1424,237495961],"intuit_collection":[],"intuit_series":[],"coauthors":[1399],"class_list":["post-6150","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-innovative-thinking","category-thought-leadership","tag-ai","tag-artificial-intelligence","tag-emerging-technology","tag-fintech","tag-machine-learning","tag-turbotax","tag-turbotax-live"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Intuit CTO on the AI-driven Virtual Expert Platform Behind TurboTax Live - Intuit Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.intuit.com\/blog\/innovative-thinking\/intuit-cto-on-the-ai-driven-virtual-expert-platform-behind-turbotax-live\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Intuit CTO on the AI-driven Virtual Expert Platform Behind TurboTax Live - Intuit Blog\" \/>\n<meta property=\"og:description\" content=\"At this month\u2019s VentureBeat Transform 2021 conference, Intuit CTO Marianna Tessel joined VentureBeat Founder and CEO Matt Marshall during the \u201cConversational AI &amp; Intelligent AI Assistants\u201d track on Day 3 for a deep dive into the AI-driven virtual expert platform behind the company\u2019s TurboTax Live and QuickBooks Live products and services. 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