We were very interested in getting into artificial intelligence and natural language processing. The most common channel for contacting revenue is the telephone, and handling telephone calls is very expensive. Put bots in, you can answer the calls anytime day or night, anytime on the weekend. And so, from a customer service point of view, that becomes much better for people. We work with Accenture to develop a bot that can actually take a call, understand the call and answer the call. The call comes in, connects to the cloud, we convert the speech to text then we send that text to another part of the cloud and it understands the call intent, which converts the text back into speech and it connects back to the phone system. And all that loop has to happen instantly because your customer’s on the phone. We learned very quickly, for example, that we had to be very specific about the questions we we posed so that we drive them down a certain path rather than letting them have a free speech kind of interaction. So it’s a lot of it was around the design, very much a customer-centric and a focused target on what it is we want the customer to do with the bot. It’s live. It’s handling hundreds of calls a week. It’s proven the technology. It’s obviously a useful service. It’s helping the customers. What makes me proud it’s probably the first in the world. Despite what people think, having something answer the phone is not a common. Most of the AI work is with chat BOTS where people type in something, you know, web chat. We were taking in in actual calls. “Hi I’m revenues virtual assistant for tax clearance. For security, and so I can help you best, I’ll need to look up your file. Ok, what’s your date of birth? August the 21st, 62. Ok, just to check I heard the 21st of August 1962, is that right? Yes, that’s correct.” There’s still a lot of lessons to learn but I think technically we’ve proved that the technology can work. That was the big thing that we wanted to prove. You have to take the customer-centric view, and it’s all about, you know, driving the organization forward, and this is all the digital, you know people talk about digital transformation: this is what it means. We’ve got to use that technology to enable the tax authority to do its job better, and to provide a better service for customers, forecasts and to make ourselves more efficient, that’s all in the public good. [Music]