Tue, 11 Mar 2025

Tue, 11 Mar 2025 HMRC to use voice recognition to speed up calls

The tax authority has been heavily criticised for failing to answer tens of thousands of calls.
Callers to HMRC will be able to use their voice as a password to speed up calls and improve security, with a new system being trialled after years of criticism over delayed phonelines and unanswered calls. The UK tax authority's phone service has been heavily criticised for leaving tens of thousands of callers waiting on hold for hours, with one report finding that 43,690 customers were cut off without warning in the first 11 months of last year. The new system uses voice recognition technology to allow callers to pass security checks "faster and more securely", and is expected to be introduced across HMRC phonelines later this year.
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