{"id":61304,"date":"2022-11-22T15:30:00","date_gmt":"2022-11-22T21:30:00","guid":{"rendered":"https:\/\/resource-center.hrblock.com\/?post_type=newsroom&#038;p=61304"},"modified":"2023-02-28T13:15:18","modified_gmt":"2023-02-28T19:15:18","slug":"company-leverages-microsoft-professional-services","status":"publish","type":"newsroom","link":"https:\/\/hrbcomlnp.hrblock.com\/tax-center\/newsroom\/innovation\/company-leverages-microsoft-professional-services\/","title":{"rendered":"How H&#038;R Block uses Azure AI to transform tax returns"},"content":{"rendered":"\n<p><em>H&amp;R Block customers know they can trust our tax pros to provide help, guidance and expertise. And we know technology is key to providing a seamless customer experience, whether in-person with tax pros or through our DIY product. That\u2019s why we\u2019re happy to have partnered with Microsoft to add new technology just in time for tax season. This case study by Microsoft demonstrates how we, together, have doubled down on our commitment to delivering a more personalized, streamlined tax preparation experience.&nbsp;<\/em><\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"H&amp;R Block leverages Microsoft tech to improve tax experiences\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/8p4tqqrvtAg?feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p>A new job. A change in relationship status. A move across the country. H&amp;R Block understands that tax returns are personal\u2014a diary of your year\u2019s most impactful events. When the organization\u2019s 21 million clients rely on the tax professionals at H&amp;R Block, providing individualized support for each client\u2019s unique needs is paramount. And whether clients come in with a shoebox full of tax forms or file online, H&amp;R Block is using Microsoft technology to transform the tax filing experience. With AI-powered services like Azure Form Recognizer and Azure Cognitive Search, H&amp;R Block tax professionals can spend more time building meaningful, personalized client experiences\u2014and helping each client get the most out of their tax return.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-transforming-tax-time-for-a-digital-age\">Transforming tax time for a digital age\u202f&nbsp;<\/h3>\n\n\n\n<p>In 2021, the 60,000 tax professionals at H&amp;R Block prepared more than 21.6 million tax returns. That\u2019s 21.6 million individuals with varying needs, concerns, complex circumstances\u2014and each with a shoebox full of tax forms.\u202f&nbsp;<\/p>\n\n\n\n<p>At least, \u201cshoeboxes full of tax forms\u201d used to be the dominant imagery of tax season. But as the world becomes increasingly more digital, the needs and preferences of clients are evolving fast. \u201cFor many people, taxes are a time of anxiety,\u201d says Aditya Thadani, Vice President at H&amp;R Block. \u201cWe understand that it\u2019s not just about tax preparation: it\u2019s about financial health and feeling confident about getting the expertise and help they need.\u201d&nbsp;<\/p>\n\n\n\n<p>While some clients still prefer to meet in-person and work with paper documents, others want to prepare their taxes online, or take a hybrid online and in-person approach. No matter how clients choose to connect, the tax professionals at H&amp;R Block know tax time isn\u2019t everyone\u2019s favorite season, so they want to focus their time on getting to know each client, learn about their needs, and find the best solutions for them.\u202f&nbsp;<\/p>\n\n\n\n<p>That said, anyone who has ever done taxes knows it can require entering and making sense of a lot of data\u2014and data entry can be a time-consuming and tedious effort, further complicated by the intricacies of the United States tax system. To help make the experience easier, less stressful, and more personal for both clients and H&amp;R Block tax professionals, the company wanted to minimize time spent entering client information by equipping its team with a full history of each client, fast.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Shifting from stressful to streamlined\u202f&nbsp;<\/h3>\n\n\n\n<p>Having successfully collaborated with Microsoft in the past, and already using\u202f<a href=\"http:\/\/azure.microsoft.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Microsoft Azure<\/a>, H&amp;R Block turned to\u202f<a href=\"https:\/\/azure.microsoft.com\/en-us\/services\/machine-learning\/\" target=\"_blank\" rel=\"noreferrer noopener\">Azure Machine Learning<\/a>\u202fand\u202f<a href=\"https:\/\/azure.microsoft.com\/en-us\/solutions\/ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">Azure AI<\/a>.&nbsp;<\/p>\n\n\n\n<p>Today, most clients engage with H&amp;R Block just once a year and roughly one-quarter of the organization\u2019s business is conducted in the span of just a few days\u2014so, every moment of client interaction matters. By removing silos in data and going fully cloud native with services such as\u202f<a href=\"https:\/\/azure.microsoft.com\/en-us\/products\/cosmos-db\/\" target=\"_blank\" rel=\"noreferrer noopener\">Azure Cosmos DB<\/a>\u202fand\u202f<a href=\"https:\/\/azure.microsoft.com\/en-us\/solutions\/data-lake\/\" target=\"_blank\" rel=\"noreferrer noopener\">Azure Data Lake<\/a>, H&amp;R Block was able to unlock previously untapped AI capabilities.\u202f&nbsp;<\/p>\n\n\n\n<p>With the power of\u202f<a href=\"https:\/\/azure.microsoft.com\/en-us\/services\/search\/\" target=\"_blank\" rel=\"noreferrer noopener\">Microsoft Azure Cognitive Search<\/a>, each tax professional can find detailed client history in seconds. It\u2019s a fully managed, omnichannel search experience that connects information from previously siloed sources\u2014even if a client is moving from online to in-person consultations, or previously met with H&amp;R Block pros in a different city.\u202f&nbsp;<\/p>\n\n\n\n<p>Retrieving thorough client records from a centralized source helps tax pros understand the story fast. \u201cIf we don\u2019t know who you are, we can\u2019t really serve you well,\u201d says Thadani. &#8220;Accessing useful information quickly is critically important to providing a differentiated client experience, which is why we use Azure Cognitive Search.\u201d\u202f&nbsp;<\/p>\n\n\n\n<p>Comprehensive access to a client\u2019s past information allows H&amp;R Block to focus more on the present. \u201cHaving information ahead of time allows our tax professionals to be better prepared to give clients a personalized experience,\u201d says Erika Algarin, Director of Assisted Tax Transformation at H&amp;R Block. \u201cOur clients are often talking about their most private information\u2014finances, bank statements, how much money they make. Having a tax pro that&#8217;s familiar with your circumstance, who understands what has happened in previous years&#8217; tax returns, immediately helps them feel at ease.\u201d\u202f&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Making sense of the shoebox\u202f&nbsp;<\/h3>\n\n\n\n<p>Understanding a client\u2019s journey comes down to having the right data\u2014and a single tax return can have up to 100,000 fields of information and data points. To add further complexity, tax information comes to H&amp;R Block in various forms\u2014digital, the original document, a picture of a form\u2014and tax forms change every year, sometimes right before tax season.&nbsp;<\/p>\n\n\n\n<p>While ensuring accuracy of data input is essential, H&amp;R Block tax professionals want to spend time connecting with clients, not typing data into form fields. The organization found a way to streamline the tax form data entry process with\u202f<a href=\"https:\/\/azure.microsoft.com\/en-us\/services\/form-recognizer\/\" target=\"_blank\" rel=\"noreferrer noopener\">Microsoft Azure Form Recognizer<\/a>, an AI service that uses machine learning to extract text, numbers, and critical information from a wide variety of tax documents, starting with W-2 forms, 1099s, and more.\u202f&nbsp;<\/p>\n\n\n\n<p>\u201cGive us a shoebox of tax documents, and we\u2019ll use AI and machine learning to put the data in the right places,\u201d says Sameer Agarwal, IT Director at H&amp;R Block. The powerful machine learning classification model understands the language and patterns of tax documents. Then, Form Recognizer organizes stacks of papers into useful, digital information, and the Azure environment ensures sensitive data is handled in a highly secure manner.&nbsp;<\/p>\n\n\n\n<p>Training these AI models to learn and adapt to the intricacies of tax documents enables H&amp;R Block to operate with more accuracy and agility. The digitalization efforts also align with the company\u2019s goal to explore more sustainable, environmentally friendly solutions by reducing paper usage.\u202f&nbsp;<\/p>\n\n\n\n<p>And it\u2019s a scalable solution: In future tax seasons, H&amp;R Block will use this cloud-native Azure solution to classify more than 30 million tax documents per year. And with huge fluctuations in work volume throughout the year, trust in its technology solutions is critical\u2014especially during the busy make-or-break days of tax season. \u201cWe conduct about 25 percent of our annual business in a matter of days,\u201d says Thadani, \u201cso having the ability to ensure operational reliability of our systems is core to our success.\u201d\u202f&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Doing more with less\u202f&nbsp;<\/h3>\n\n\n\n<p>With AI-powered processes in place, H&amp;R tax professionals are finding data entry and retrieval more efficient. They can spend their time in more valuable ways: delivering differentiated client experiences and helping clients approach tax season with confidence. \u201cMachine learning frees up the precious time we have with the client to actually have richer conversations about their financial needs and aspirations, beyond the immediate task of ensuring the best tax outcome for the current year,\u201d says Thadani.&nbsp;<\/p>\n\n\n\n<p>The solutions are built on the existing Azure environment within H&amp;R Block, and Agarwal appreciated the way Microsoft sought to understand the complexity of tax forms. \u201cThere\u2019s a lot of intelligence needed to solve this problem, which is why we chose Microsoft as our technology provider,\u201d says Agarwal, \u201cand the technology just works.\u201d&nbsp;<\/p>\n\n\n\n<p>\u201cIt\u2019s our job to make sure that we\u2019re proactively evolving our approach to taxes,\u201d says Algarin. \u201cTechnology allows us to do that and helps us put our clients in the driver\u2019s seat.\u201d&nbsp;<\/p>\n\n\n\n<p class=\"has-text-align-center\">###<\/p>\n","protected":false},"excerpt":{"rendered":"<p>H&amp;R Block customers know they can trust our tax pros to provide help, guidance and expertise. And we know technology is key to providing a seamless customer experience, whether in-person with tax pros or through our DIY product. That\u2019s why we\u2019re happy to have partnered with Microsoft to add new technology just in time for [&hellip;]<\/p>\n","protected":false},"author":406,"featured_media":61310,"menu_order":0,"template":"","tags":[19283],"news-categories":[23338,23339],"class_list":["post-61304","newsroom","type-newsroom","status-publish","has-post-thumbnail","hentry","tag-corporate-news","news-categories-innovation","news-categories-financial-confidence"],"acf":{"post_rest_thumbnail_alt_id":null},"yoast_head":"<title>Using tech to transform tax returns | H&amp;R Block Newsroom<\/title>\n<meta name=\"description\" content=\"H&amp;R Block is using Microsoft technology to transform the tax filing experience. 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