Max at Taxd

Introducing Max

Max is our free-to-use multilingual AI chatbot that’s available 24/7 to help our customers get further clarity on their tax questions. Whether they are new to filling in their tax return, a limited company director, a landlord with multiple properties, or simply seeking to make the tax filing process easier, Max is able to help provide helpful initial guidance.

While Max is not a replacement for our human specialists, it is available to provide quick access to HMRC standard practice and the general tax guidance available at Taxd. When used appropriately, Max can solve high-level customer queries, offer clarification, and serve as the first port of call to better inform our team.

By starting a conversation with Max, our customers acknowledge and agree to the policy set out below. We may adjust this policy at any time to adapt to changes in AI capabilities and tax regulations.

1. Data

1.1.

As part of our long-term vision for tax compliance to be automated and stress-free, and in our role as a Data Controller, we remain committed to integrity and to robust data policies in everything we do. When chatting with Max, the personal information we collect includes, but is not limited to: first name, surname, email address, and IP address, as reflected in our Privacy Policy.

1.2.

Chats with Max will always be sent to the email address our customers used to start chatting with Max once the conversation has ended.

1.3.

Max is powered by HubSpot, a CRM which includes AI customer support tools. Max is not trained on the data that our customers share with it, so they can rest assured that what they share with Max stays in their chatlog.

1.4.

The team occasionally review chats to ensure both the user’s and Max’s behaviour is compliant, and chat logs are stored indefinitely with HubSpot for future reference.

1.5.

If our customers want more explicit information about their data, they can consult our Privacy Policy.

1.6.

If our customers have any data concerns related to their use of Max, they must contact us immediately at contact@taxd.co.uk.

2. Our Values

2.1.

In line with our commitment to data privacy, our policy shows our customers how to get the most out of Max, while also showing where Max’s limitations are. We are committed to transparency and making the tax filing process smoother and easier for our customers.

2.2.

As part of our commitment, we emphasise that Max is not a replacement for our specialists. None of the messages Max sends constitutes tax, professional, or legal advice, and should be used for general informational purposes only.

2.3.

Sometimes, Max’s responses can be outdated or inaccurate, especially in fast-moving tax legislation environments.

2.4.

Using Max does not constitute an adviser-client relationship, and Taxd accepts no legal liability for any losses resulting from information provided by Max.

2.5.

We ask that our customers consult our human specialists before making any tax-related decisions. Our specialists will be able to review what Max has shared and offer further appropriate advice.

2.6.

In this way, we maintain that AI technologies only ever assist in allowing us to fulfil our commitment to our customers’ tax journeys. Technology will never make the final decision on any customer tax queries.

3. Where Max Excels

3.1.

Max is trained to be on top of the latest HMRC guidance. It is designed to assist with HMRC standard practice across a wide variety of tax scenarios (e.g., personal tax, limited company tax, etc.).

3.2.

Some example questions are:

• “I own multiple properties and live abroad. What tax do I have to pay?”
• “How do I file a company tax return?”
• “Where do I find the HS302 form?”

3.3.

Equally, Max can handle more specific tax scenarios particular to a certain situation, including multiple questions in one message.

3.4.

Whether our customer is a landlord with multiple properties, a limited company director, or a self-employed individual with multiple streams of income, Max can help give relevant initial guidance.

3.5.

For example:

“I earn £38,000 through PAYE in the United Kingdom and made £9,500 freelancing on weekends. I bought a laptop for £1,400 and use it partly for work. Do I need to file a Self Assessment, what expenses can I claim, and how much extra tax might I owe?”

3.6.

In answering these questions, Max will be able to share multimedia guidance (e.g., videos and links) from Taxd and HMRC to help provide further assistance (it stores this under “source” just below their message).

3.7.

These types of answers will take more time to generate, so make sure to have a strong Wifi connection if asking longer-form questions.

3.8.

Note as well that chatting with Max involves a character limit (the number of characters that can be used in an individual message). So, if a customer has a lengthy query, it’s best to split it up into smaller chunks.

4. Max’s Scope

4.1.

If the answer to a particular question is outside of standard HMRC practice and requires specialist intervention, Max will acknowledge its shortcomings and encourage the user to chat to a member of the team.

4.2.

When chatting with Max, we ask our customers to please bear the following in mind:

• Max cannot book an appointment with a member of the Taxd team, but this can be done via our website.
• Max can give standard HMRC practice on tax scenarios with lots of moving parts, but these scenarios are likely to require specific contextual advice. For these types of scenarios, please consult one of our advisors.
• Trying to talk to Max about non-tax-related topics will lead to the chat being shut down.

4.3.

Max will acknowledge where their expertise ends. If this is the case, our customers can chat to an agent who can connect them to one of our specialists by using the prompts below:

• “Call a human”
• “Speak to a specialist”
• “Chat to an agent”

5. When to Speak to a Human Agent

5.1.

For complicated tax situations or when our customers are unsure about their situation, we advise speaking to a member of the Taxd team.

5.2.

Human help is advisable when:

• There are large sums of tax involved.
• Customer tax requirements span across multiple jurisdictions.
• A customer is unsure about the information Max has provided.
• Human advice is the preferred manner of communication.

6. Best Practices

6.1.

To get the most out of Max, the following are some tips that will help our customers arrive at the best answer the fastest:

• If a customer has a tax query that involves the need to share multiple pieces of personal information, book an appointment with our specialists directly instead.
• When uploading images to Max, the best format is PDF. Again, we ask that our customers make sure they are comfortable with the personal information they are disclosing. We discourage our customers from uploading highly personal information such as passports, bank or card details, National Insurance numbers, or information relating to third parties.
• Max can handle spelling mistakes and commonly-used tax-related acronyms, but avoid using shortened “text speech” so Max does not need to ask follow-up clarification questions.
• If it is preferable to converse in a language other than English, start the conversation in that language, and Max will reply accordingly.
• Max functions equally well across all devices, so long as there is a strong Wifi or data connection. We cannot guarantee uninterrupted runtime for Max, but a strong internet connection will ensure the best possible experience.

7. Prohibited Uses of Max

7.1.

We emphasise that Max is not a person: it is a sophisticated piece of software that is specifically designed to help with tax-related queries.

7.2.

While Max has great tax knowledge and linguistic capacity, it lacks emotions and is not conscious. For this reason, please bear in mind what Max can and cannot do.

7.3.

Nevertheless, to ensure the Max experience runs smoothly, we do not tolerate any form of rude behaviour involved in chatting with Max.

7.4.

We understand that technology can be frustrating at times, but we ask that our customers not to insult or use aggressive language when engaging with Max, as this will only confuse it more.

7.5.

Rude and abusive language will lead to the chat being terminated.

7.6.

Any attempt to use Max for illegal purposes will also be flagged by our team and reported to the relevant party.