- H&R Block transitions to a digital-first, AI-powered customer care model using NiCE CXone Mpower.
- This transformation enables H&R Block to efficiently manage peak demands during the U.S. tax season.
- NiCE CXone Mpower's AI capabilities lead to significant cost savings and improved customer service.
H&R Block (HRB), a global leader in tax preparation services, has successfully transitioned its customer service operations into a digital-first, AI-powered care organization through the integration of NiCE CXone Mpower. This strategic shift marks a move from a traditional brick-and-mortar model to a scalable customer care ecosystem driven by advanced AI and automation technologies.
The transformation began with a rapid 60-day migration to NiCE in 2020, establishing a foundation for ongoing innovation and scalability. H&R Block partnered with NiCE to develop and deploy a new interactive voice response (IVR) system, effectively handling over 5 million calls within four months at the peak of the pandemic.
H&R Block's adoption of NiCE CXone Mpower’s AI and self-service capabilities has led to significant outcomes, including seven-figure cost savings as well as enhanced agent performance and customer satisfaction. The platform allows H&R Block to efficiently manage the annual surge in demand during the U.S. tax season, empowering agents to provide fast and personalized support across multiple channels.
The transformation also extends to self-service capabilities, automating resolutions for both simple and complex tax-related inquiries. As H&R Block accelerates its AI initiatives, it aims to further automate customer journeys for a faster, more connected client service experience.
Brendan Mulryan, VP of Customer Care at H&R Block, emphasized the company's commitment to evolving technology and investing in teams to deliver modern customer experiences that blend self-service with expert support. Barry Cooper, President of the CX Division at NiCE (NICE, Financial), highlighted the significance of this transformation as a powerful example of business reinvention centered around human experiences, particularly during critical periods like tax season.
