Shanghai 12366 Uses AI-Human Collaboration to Handle High-Volume Tax Service

A report published by the Shanghai tax authority on August 4 says the city'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 international support across nine languages. The article says agents mainly answer in English while an AI system performs real-time language conversion between incoming calls and responses. At the same time, the service team continuously calibrates answer quality through morning reviews, hot-policy spot checks, and error tracking. The report explicitly states that intelligent consultation now accounts for more than 60 percent of all consultation volume in Shanghai 12366, placing it among the leaders in the national tax system. The case shows AI in tax informatization moving beyond basic Q&A into multilingual service, knowledge translation, and high-volume consultation support.