An AI client query desk answers the routine questions clients send an accounting firm (what is due, what is missing, where a filing stands) from the firm’s own records, and hands anything that is really tax advice to the accountant responsible for that client.
All Accounting & Tax Firms →
Most messages to an accounting firm are not tax questions. They are status questions: did you get my invoices, when is my VAT return due, what do you still need from me, has the payment gone through. They interrupt qualified staff all day, and the answer is almost always already in the practice management system or the document portal.
A small share are tax questions in status clothing. “Can I put my new car through the business?” is a question about advice, and the right answer depends on facts the desk does not hold and on a professional judgement the firm is liable for. General-purpose AI for tax questions will happily answer it anyway. This desk is built to recognise it and route it, with the conversation attached, to the accountant who owns the client.
email, portal or WhatsApp Business
verified client and engagement
runs first, threshold set low
status, deadlines, documents
visible to the responsible accountant
anything that reads as advice
The test set is built from the firm’s own past messages, weighted towards the awkward ones: the status question that hides an advice question, the client asking about a spouse’s return, the message from an address that is not on file. Routing those correctly is the gate. Clients are told in the first reply that they are talking to an automated service, and how to reach a person.
For a client of an accounting firm, the safest answer is their accountant, because a tax answer depends on facts about them and carries professional liability. General chat assistants answer tax questions fluently and are sometimes wrong in ways a client cannot detect. This desk deliberately does not give tax advice; it handles the status and document questions so the accountant has time for the real ones.
It verifies identity against the firm’s client records before it reveals anything about an engagement, using the channel the client is registered on and, where needed, a one-time code. A message from an unknown address gets general firm information only, and a person is notified.
Whatever the firm uses that has an API or a reliable export, along with the document portal and the email system. That integration is the larger part of the build, because the desk is only as current as the records it reads, and stale status answers erode client trust quickly.
What we built, what stage it is at, and a link to the live thing wherever there is one.
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We start from a sample of your real client messages, sorted into routine and advice.
30-minute technical call · no deck