The Romanian tax authority (ANAF) is preparing to launch a conversational virtual assistant powered by artificial intelligence, which will be integrated into the institution’s communication platforms. The system will work alongside the existing contact center, which already includes chat support, explained Rodica Duță, Deputy Director General of the Directorate for Taxpayer Assistance, during the Fiscality and Technology Summit organized by the Chamber of Tax Consultants at GoTech World.
The chatbot will be directly connected to the call center: when the AI is unable to provide an answer, the conversation will be transferred to a human operator. If the inquiry concerns a newly introduced legislative measure and no immediate answer can be given, the question will be redirected to a contact form for further legal interpretation.
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Rodica Duță stressed that AI is valuable but not autonomous: “Artificial intelligence is constantly evolving. It learns from humans; it doesn’t feed itself with information. It can analyze and interpret data, but it needs guidance to correctly understand the texts it processes.”
Doru Dudaș, president of the CCF Fiscal Committee, revealed the name of the upcoming assistant: the new chatbot will be called ANA. He added that the system is still being tested, but its launch is expected soon.
Digital upgrades for taxpayer services
ANAF is also working on a video interaction system that will allow taxpayers to communicate directly with fiscal officials without visiting a physical office. The project is part of the National Recovery and Resilience Plan (PNRR) and will be available for procedures in which remote interaction is sufficient.
The authority is preparing improvements to the Private Virtual Space (SPV) platform as well, focusing on better data visualization and expanded functionality. SPV is currently used by around 3.7 million individuals and companies. Duță emphasized that the service “is not perfect, but it is improvable,” and ongoing digital developments will lead to continuous enhancements.
According to Duță, the institution’s main goal is to evolve into an efficient tax administration capable of keeping up with modern technologies.
Photo: Economica
