AI and the Customer Experience: How Vertex Copilot is Shaping the Future

Artificial Intelligence (AI) is transforming customer interactions by enhancing decision making, streamlining workflows, and enabling hyper-personalized experiences. As Generative AI (GenAI) models evolve, they are becoming more integrated into enterprise applications—this includes Vertex, where AI plays a pivotal role in revolutionizing tax automation. 

Vertex and AI: a thoughtful approach 

At Vertex, we take a responsible, strategic approach to AI development guided by four core principles. We consistently apply AI in measured use cases to evaluate results, adjust as needed, and explore new applications. We also empower users by letting them decide how much AI to use, ensuring customers' information always remains private and protected, and we combine human intelligence with AI to uphold our high standards. These principles are reflected in our latest solution.

Vertex’s latest AI-powered solution improves the customer experience

The latest enhancement to our comprehensive indirect tax compliance platform, Vertex Copilot, is a conversational assistant (chatbot like), that lets users interact with Vertex and our products in new conversational ways to access thousands of product articles, release notes, and other documentation. Since it seamlessly integrates into the Vertex platform, users can access product knowledge and information in workflow, enabling users to accelerate configuration and onboarding without disruption. It also enhances the customer experience by improving self-service and reducing time spent calling customer support. The AI’s role is to help rather than replace the expertise of tax professionals, maintaining the human-in-control dynamic.  

Looking ahead: The future of AI in tax technology 

In addition to Vertex Copilot, we’re advancing the integration of AI with expert oversight to revolutionize product categorization and automate the mapping of products to tax categories—stay tuned for more updates on this exciting evolution. 

The future of AI in tax technology is incredibly promising. Vertex is committed to ongoing investment in AI to further enhance our product offerings, providing tax teams with the tools they need to stay ahead in a rapidly evolving landscape. With AI solutions, we aim to improve efficiency, increase productivity, and empower tax professionals worldwide. As AI continues to evolve, we’re excited to help our customers navigate the future of tax automation with confidence, ensuring they are always ahead of the curve.