H&R Block Shifts to Digital-First, AI-Driven Customer Care with NiCE CXone
H&R Block, a leader in tax preparation, has transformed its customer service approach by adopting NiCE CXone Mpower. This move shifts the company from traditional in-person service to a scalable, digital-first customer care system powered by AI and automation.
The transition began with a swift 60-day migration to NiCE’s platform in 2020, setting the stage for continuous innovation and flexibility. During the pandemic, H&R Block and NiCE launched a new IVR system that handled over 5 million calls in just four months, proving the system’s ability to perform under pressure.
Scaling Support for Tax Season Peaks
Every year, H&R Block faces a surge in support demand during the U.S. tax season. With CXone Mpower, the company now manages this peak efficiently, enabling thousands of agents to deliver quick, accurate, and personalized assistance across both voice and digital channels.
The platform also expands self-service options, automating responses to simple and complex tax questions. This proactive approach reduces wait times and improves the overall customer experience.
Continuous Optimization with AI and Automation
H&R Block leverages AI features like Autopilot, AI-powered coaching, and automation to boost agent performance and customer satisfaction while saving seven figures in operational costs. The focus is on blending easy self-service with expert support when needed, whether customers engage online or in person.
Future plans include automating more customer journeys to provide faster, smarter, and more connected service.
Why This Matters for Customer Support Professionals
- Adaptability: Embracing AI and automation helps teams handle fluctuating demand without compromising service quality.
- Agent Empowerment: Tools like AI coaching improve agent skills and confidence, leading to better customer interactions.
- Customer Experience: Combining self-service and live support meets diverse customer preferences efficiently.
This case shows how customer care organizations can modernize their operations to meet high-volume challenges and raise service standards.
About NiCE
NiCE (NASDAQ: NICE) provides AI-powered platforms that automate customer interactions into intelligent, proactive actions. These solutions help organizations in over 150 countries improve their workflows and deliver consistent, measurable results.
For those interested in expanding their AI skills to support customer care innovation, exploring specialized courses can be valuable. Check out Complete AI Training for resources on AI, automation, and customer experience tools.
Your membership also unlocks:
