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Artificial Intelligence at the Finnish Tax Administration

AI can help us reach our strategic goals: ensuring tax revenue, fair tax assessment, and positive taxpayer experience.

Why do we use artificial intelligence?

  1. By harnessing AI, we can provide better service for our customers and operate more efficiently.
  2. While AI takes care of some of the work, tax officials can concentrate on cases that require human expertise.
  3. AI makes tax assessment quicker and more efficient, and it reduces the risk of human error.

How do we use AI?

Our use of AI is governed by legislation and other regulations concerning our operations, such as

  • the principles of good governance, civil service ethics, and the values of public administration
  • the principles of tax assessment

We want to be responsible and ethical in the ways we use AI. To this end, we have compiled the Finnish Tax Administration’s ethical principles for AI, which guide our in-house use and development of AI. These principles are as follows:

  • Our AI uses only reliable data.
  • A human is always responsible for AI operations.
  • Our AI follows laws and regulations.
  • We take into account the effects of AI on society.

We use both off-the-shelf AI solutions and solutions developed in-house.

What do we use AI for?

AI can offer support and help to tax officials. AI can never make decisions independently. The final decisions must always be made by a human.

Tax Administration AI solutions

  • Scope: Tax assessment
  • Starting point: Every year, the Tax Administration receives 2.8 million pages of tax documents on paper. All documents received in a non-electronic format must be digitised so that they can be processed for the purposes of tax assessment.
  • AI solution: The Tax Administration's service provider uses a rule-based AI solution for digitisation.
    • The service provider performs pre-processing on the forms, including opening the envelopes and removing materials that cannot be scanned, such as memory sticks.
    • After this, the documents are scanned as images and the data content is read using optical character recognition (OCR). The checking process of the data retrieved utilises machine learning. In uncertain situations, the system will highlight data elements that need to be checked by a human.
    • Finally, the files are transferred to the Tax Administration's taxation system for processing.
  • Benefit: Using a rule-based AI solution speeds up the digitisation of data and reduces the amount of human work needed for the process.
  • Scope: Customer service
  • Starting point: Our switchboard receives a large number of calls, which are then transferred to service numbers
  • AI solution: In collaboration with the telecommunications operator, a chatbot was implemented for the switchboard.
    • When a customer calls the switchboard, the bot asks what they are calling about. The customer briefly describes why they are calling.
    • The bot forwards the call directly to a service number based on certain key words used by the customer.
  • Benefit: Faster access to services and less resources needed when the bot forwards the calls directly to correct service numbers.
  • Scope: Taxpayer services 
  • Starting point: The tax card service number is very busy, the lines are congested because of the call volume 
  • AI solution: To help handle the call volume, a chatbot was implemented for the tax card service number 
  • When a taxpayer calls the service number, they can choose to use the chatbot in certain situations. The chatbot guides the discussion and collects the information needed for the tax card.  
  • Benefit: We can assist a larger number of taxpayers when the chatbot collects the information needed for the tax card. 
  • Scope: Customer service
  • Starting point: When we started offering a chat service, the demand was so high that the human resources available were not enough to meet it. All service agents were constantly busy and the queue was full, so the chat service was unavailable for most customers. In addition, taxpayers need help with using MyTax and taking care of their tax matters outside service hours, too.
  • AI solution: We have implemented a chatbot in MyTax and on vero.fi that uses Tax Administration AI to answer easy and frequently asked questions.
    • The chatbot uses natural language processing methods in order to respond to customer questions in real time.
    • Our chatbot solution has been acquired as an off-the-shelf service, but we manage the chatbot independently and in-house. For example, we provide the answers the chatbot can give, we take care of its training, and we monitor its functioning.
  • Benefit: The chatbot allows us to meet the demand for chat service. In addition, taxpayers can get help in using MyTax and other such issues regardless of the time of day. This allows for a greater number of taxpayers to take care of their matters independently.
  • Scope: Communication
  • Starting point: The Accessibility Directive requires that the videos and sound files used in customer communication are subtitled. However, producing subtitles manually is time-consuming and expensive.
  • AI solution: The Tax Administration uses an AI solution for generating subtitles for video and audio files. We have developed the solution ourselves in-house.
    • The video or audio file is uploaded to the application and the application generates a text file based on the input file. The text file can also be edited as needed. The text file can then be attached back to the video or it can be directly utilised in text format.
    • Our text generation application utilises a number of cloud services. The application has been developed at the Tax Administration and is intended only for use in the Tax Administration's communications.
  • Benefit: Previously, subtitles were purchased from a third party. The annual costs of the AI solution are significantly lower than those of the purchased service.
  • Scope: Communication – the Tax Administration generates AI illustrations for selected releases of communications and for presentations.
  • Starting point: For example, the vero.fi website regularly needs updated illustrations. These illustrations must take accessibility, regional equality and other concerns into account. To organise photoshoots at a physical location would be time-consuming and expensive.
  • AI solution: The Tax Administration has collaborated with an artist specialising in AI imagery to generate AI illustrations for the vero.fi website.
    • The images portray environments that could be located anywhere in Finland. The images also change, reflecting the changing seasons.
    • The Tax Administration has complete rights to use the illustrations and to continue developing the imagery further with AI solutions.
  • Benefit: AI is a cost-effective and quick solution for producing imagery that can be used on vero.fi.
  • Scope: Tax control
  • Starting point: The Tax Administration has a form for reporting suspected tax evasion on vero.fi. We receive thousands of tips on potential cases of tax negligence or non-compliance on this form every year. 
  • AI solution: The Tax Administration uses AI to identify low-risk cases that can be closed without further action. The correctness of decisions made by AI is monitored on a regular basis, and our officials will intervene if necessary.
    • The AI model learns from cases the tax officials have already resolved and seeks to generate a formula to predict the decision that an official would make on any new case.
    • The model is trained continuously by inputting new cases where an official has made a decision, so the formula becomes more accurate and the quality of the predictions improves all the time.
    • The solutions suggested by the model can be traced, if necessary.
  • Benefit: The model saves a considerable amount of resources at the Tax Administration every year.
  • Scope: Improvement of products and services
  • Starting point: Every year, the Tax Administration receives feedback from taxpayers through customer experience surveys and through fillable web forms. Previously, to deal with feedback required the input of a tax official to take charge of initial screening, to delete any personal data, first names and last names, and other confidential information, and to organise the feedback into distinct categories.
  • AI solution: The Tax Administration now uses AI to remove confidential information and to categorize the feedback. The AI solution is based on an in-house encoding project.
    • Any confidential and sensitive information is first identified, and the AI system then proceeds to overwrite the relevant texts.
    • The AI recognizes what the frequently occurring topics are and knows how to sort them into groups.   It learns from cases the tax officials have already placed in the right category and seeks to generate a formula to predict the sorting decision that a human being would make.
    • However, before the AI-categorized feedback is processed by the Tax Administration’s teams that utilise it for development, improvement, internal studies and reports, etc. a group of tax officials will always verify the categories first. The degree of success with regard to the categorisation by AI is measured at regular intervals, so we can make changes and rearrangements as needed.
  • Benefit: The AI solution saves human hours and gives an important boost to the processing of taxpayer feedback. Faster processing is an important benefit. The teams in charge of service improvement can use the feedback sooner.
  • Scope: An AI system intended for the Tax Administration’s staff for nonspecific, general work
  • Starting point: A wide range of tasks are performed by the employees of organisation, and some of the tasks can be supported by an AI assistant. Examples of such support include text pre-production and editing.
  • AI solution: The Tax Administration uses a Microsoft Copilot Chat application for general-purpose AI support.
    • Our employees participated in training courses, and an ongoing program is put in place for sharing best practices and further tips.
    • The employee using Copilot has the responsibility for evaluating the results of AI-handled routines and requests. After Copilot has written an answer to a question about taxes, employees will normally check and confirm the answer before it is released.
    • Copilot, the AI assistant, makes no decisions relating to tax assessments.
  • Benefit: The AI solution saves human hours and ensures that tax officials will have time for contributing to high-priority goals.

AI refers here to both rule-based solutions and systems utilising statistical machine learning.

Page last updated 1/14/2026