Availability of Additional Functionalities of the Contact Center Solution and Chatbot Revie

January 24, 2024 REVENUE MEMORANDUM CIRCULAR NO. 33-2024 SUBJECT : Availability of Additional Functionalities of the Contact Center Solution and Chatbot Revie TO : All Internal Revenue Officials, Employees and Others Concerned This Circular is being issued to inform taxpayers and others concerned on the availability 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 Assistance Division (CAD), particularly in addressing various tax queries, clarifications, and other tax concerns of the taxpaying public raised through calls and the 24/7 automated chat system. These functionalities include the following: HTcADC 1. 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 transacting with the RDO. 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 ( 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 and [emailprotected]) 4. Live Agent Co-Browse Functionality enables taxpayers calling the BIR Hotline No. (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 right corner of the BIR Website ( www.bir.gov.ph ) home page. Please refer to Annex A for the steps to be followed in using the Live Agent Co-Browse Functionality. All internal revenue officials and employees are hereby enjoined to give this Circular as wide a publicity as possible. (SGD.) ROMEO D. LUMAGUI, JR. Commissioner of Internal Revenue ANNEX A How to Use the Live Agent Co-Browse Functionality a. Access the BIR Website ( www.bir.gov.ph ). b. Dial BIR Hotline No. (02) 8538-3200. c. Once connected to a CAD Agent, click the Co-Browse icon found at the lower right corner of the home page of the BIR Website. d. A six (6)-digit Secure Session ID Number shall appear after clicking the Co-Browse icon to be provided to the attending CAD Agent in order for the Agent to see the taxpayer's screen. As soon as the taxpayer's screen is visible to the Agent, he/she can already guide the taxpayer-caller on how to navigate and fill-out the tax return and/or form or use a particular eService. CAIHTE e. When the walkthrough is finished/completed, either the CAD Agent or taxpayer can end the session by clicking the disconnection button from the Co-Browse icon.