Outcome
TFX now handles peak-season support surges with ease by using Twig—instantly answering tax questions from the full IRS corpus and reducing load on specialists.

Background

TFX is a leading U.S. tax preparation service for individuals and businesses, with a strong focus on expats navigating complex IRS rules.
Every tax season, their support volume spikes dramatically: clients ask detailed questions about deductions, forms, eligibility, reporting rules, compliance requirements, and filing scenarios.

Support agents must interpret IRS guidance correctly while also understanding TFX workflows, creating intense pressure during peak months.

Challenges

TFX’s support organization faced recurring challenges:

• Seasonal spikes in inquiries
  During tax season, support volume increases by several multiples, overwhelming available staff.
• Highly technical IRS questions
  Clients often ask about nuanced form requirements, residency rules, deductions, credits, foreign income exclusions, and edge-case filing scenarios—all requiring expert knowledge.
• Information scattered across the IRS corpus
  IRS documentation is enormous: Publication 54, Publication 17, various schedules, form instructions, and tax regulations. Searching manually was slow and error-prone.
• High dependency on senior tax preparers
  Many questions required escalation to specialists, creating bottlenecks and increasing turnaround time.

TFX needed a way to scale expert-level tax guidance without hiring large seasonal teams.

Results

By using Twig, TFX transformed how its tax prep support team handles volume and complexity.

Instant answers from the entire IRS corpus

Twig is trained on extensive IRS publications, form instructions, schedules, and regulations—giving agents immediate access to accurate, citation-quality explanations.

Peak-season load handled without extra staffing

Instead of hiring temporary seasonal support, agents use Twig to rapidly answer detailed questions, smoothing out volume spikes.

Reduced escalations to senior tax experts

Many inquiries that previously required a CPA or tax specialist can now be resolved by frontline support using Twig’s authoritative responses.

Faster, more consistent customer replies

Agents get structured, reliable explanations that align with IRS language—improving clarity and accuracy for clients.

Higher overall customer satisfaction

Quicker responses during high-stress tax season translate into better client experience and stronger trust in TFX’s service.

TFX now operates as a more scalable, efficient tax-preparation service—using Twig to turn the entire IRS corpus into instant, expert-level guidance for their support team during peak season.

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