Chris AikenAmericas Indirect Tax Leader

One of our biggest challenges is that tax compliance is extremely data-intensive. Large corporate tax returns require enormous amounts of data collection, cleansing, enrichment, review, and validation. We wanted to automate more of that work so our professionals could spend more time providing insights and advice that create value for clients.

In many corporate tax engagements, a significant portion of the work involves preparing, reviewing, and validating data before any real tax analysis begins. Teams often spend more time working with data than delivering strategic recommendations. That creates a clear opportunity for automation.

Our automation journey started more than a decade ago through scripting, robotic process automation, and other technologies. Agentic AI is the first technology that we believe can truly handle these complex processes at scale while maintaining the accuracy and reliability required in tax work.

Earlier technologies automated specific tasks, but agentic AI can reason through more complex workflows. It can manage data preparation, anomaly detection, validation, and review activities in ways that were difficult to achieve with traditional automation approaches.

Depending on the engagement, we're seeing between 12% and 30% of the work become suitable for AI-assisted execution. Those are meaningful gains because they allow our teams to redirect their efforts toward higher-value activities that clients care most about.

Quality is a major benefit. When AI handles repetitive data-related tasks, our professionals have more time to review results, think critically, and focus on complex tax issues. That additional attention can lead to even stronger client outcomes.

They expect it. Much of our workforce is early in their careers, and they want access to modern tools. Working with advanced AI systems not only improves productivity but also gives them valuable experience that will benefit their careers in the future.

IBM stood out because of its culture of innovation, strong technology offerings, and willingness to understand our business deeply. Their teams have invested significant time learning our challenges and tailoring solutions to our specific needs, which has been incredibly valuable.

Look beyond the product itself. Evaluate the people, support structure, implementation expertise, and long-term commitment behind the technology. Strong partnerships often create far more value than software features alone.

One lesson I've learned is to put aside preconceived notions. Technology evolves quickly, and companies evolve as well. It's important to approach new solutions with curiosity and an open mind because opportunities often come from places you may not initially expect.

What excites me is the opportunity to elevate the work people do. As AI takes over repetitive tasks, professionals can spend more time solving complex problems, serving clients, and creating meaningful business outcomes. That's where the real value lies.