RMC No. 33-2024 — Availability of additional functionalities of the Contact Center Solution and Chatbot Revie Digest | Full Text | Annex A

C BUREAU OF INTERNAL REVENUE REPURLIC OF THE PHLIPPINES DEPARTMENT OF FINANCE Quezon City BJREAI OT TNTERNALREVENUE NEA- Aniia tE6GrUS MG}.DiViSION 227PN FEB 2 9 2174 24. 2024 TT

REVENUE MEMORANDUM CIRCULAR NO._33- 20 24

SUBJECT Availability of Additional Funetionalities of the Contact Center

Solution and Chatbot Revie

TO All Internal Revenue Officials, Employees and Others Concerned

system. These functionalities include the following: Assistance Division (CAD), particularly in addressing various tax queries, clarifications, and of additional/enhanced functionalities of the BIR's Contact Center Solution and Chatbot Revie. These features aim to improve the Bureau's assistance to taxpayers through its Customer other tax concerns of the taxpaying public raised through calls and the 24/7 automated chat This Circular is being issued to inform taxpayers and others concerned on the availability

transacting with the RDO. eAppointment - an online appointment booking system that can be accessed thru Chatbot Revie. It serves as another channel for taxpayers to book an appointment with their Revenue District Office (RDO) at their preferred date and time. Through the said functionality, taxpayers can avoid long queues in the RDO, as well as save time in

2 Optimized Revie -- Chatbot Revie was made interactive to make it more responsive to taxpayers' queries raised thru chats.

3 Enhanced eComplaint Monitoring System -- monitors, consolidates and generates reports of all complaints received by the BIR from various complaint channels and contact_us@bir.gov.ph) (i.e. 8888 Citizens' Complaint Center, Presidential Action Center, Anti-Red Tape Authority, DOF Hotline 8888, DTI, BIR eComplaint NO-OR, Contact Center ng Bayan

A Live Agent Co-Browse Functionality -- enables taxpayers calling the BIR Hotline No.

right corner of the BIR Website (www.bir.gov.ph) home page. Please refer to Annex (02) 8538-3200 a visual step-by-step walkthrough by the attending CAD Agent on the tax return/form/eService they are using by sharing their desktop screen with the CAD Agent during a call. The Live Agent Co-Browse functionality is viewable at the lower A for the steps to be followed in using the Live Agent Co-Browse Functionality.

wide a publicity as possible. All internai revenue officials and employees are hereby enjoined to give this Circular as

R MECST UMAGUIR. missioner of initernal Revenue

H-4 BUREAU OF INTERNAL REVENUE INTERNAL COMMUNICATIONS DIVISION

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FEB 29 2024

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