· What line did you call?
· What were you calling about?
· Did the system understand your subject matter?
· Did you get through to an adviser who could help straight away? If not, how many times were you transferred?
· Was the adviser able to deal with you query?
· Were you disconnected?
· What suggestions do you have to improve the system?
I am surprised that callers have problems in being recognised by the ITA speech recognition system.
Nevertheless, and I know that it is not always easy, but if the system doesn’t understand what you are saying, has anybody thought of speaking with a different accent?
I agree with you Kim, but obviously is doesn't do what it is meant to, therefore until it does, it is no good just speculating.
In fact as you are no doubt aware, negative remarks about the system have been made by various persons since the introduction of the system in 2013, and if you use an online search engine, it will come up with a large number of these.
However because of your remarks, and also because I am on the Working Together committee (Brighton), I have spoken to HMRC who were quite receptive to the comments I made. The person spoken to did agree that the system was not perfect and added that it has improved from what it was, and also it was currently under review. Obviously this is one step in the right direction.
Working Together have made the appropriate representations in the past, but I am sure that if HMRC were approached by the Tax Faculty, together with CIOT etc, this might get things moving in a more positive direction.
I would add if people reading this have any suggestion(s) as to the course of action needed, that they should post their comments accordingly.