An August 3 report from Jiefang Daily says Shanghai's 12366 tax-and-fee hotline has handled more than 1.35 million calls over the past five years, with a connection rate above 98 percent and coverage in nine languages. The public article says the hotline mainly uses English-speaking agents while an AI system performs real-time language conversion between incoming calls and replies, improving efficiency for cross-language consultation. At the same time, the service team uses morning reviews, hot-policy spot checks, and error-log learning to ensure advice remains accurate even with AI assistance. The case shows tax informatization evolving beyond standalone chatbots into a coordinated system for multilingual service, policy translation, and stable operations.
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Shanghai 12366 Upgrades Tax Consultation with Multilingual AI-Assisted Service
Shanghai's 12366 hotline combines multilingual agents, real-time language conversion, and high connection rates, showing tax smart-consultation is maturing into a stable service system.
2026-08-25