H&R Block Transforms Into AI Customer Care Organization With NiCE CXone Mpower

NiCE announced that H&R Block, the world leader in online and in-office tax preparation, is successfully transforming its customer service operations into a digital-first, AI-powered care organization with NiCE CXone Mpower. This transformation marks a strategic shift from a traditional brick-and-mortar retail servicing model to a digital-first scalable customer care ecosystem built on advanced AI and customer service automation.

H&R Block’s transformation began with an accelerated 60-day migration to NiCE in 2020, laying a powerful foundation for ongoing innovation, scalability and agility. Building on that momentum, H&R Block partnered with NiCE to rapidly build and deploy a new IVR system at the height of the pandemic – successfully managing over 5 million calls in just four months. This milestone demonstrated the power of taking a platform approach, delivering mission-critical performance at scale when it was needed most.

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Since then, H&R Block has adopted a strategy of continuous optimization, leveraging CXone Mpower’s AI and self-service capabilities including Autopilot, AI-powered coaching, and automation to drive significant outcomes including seven-figure cost savings, enhanced agent performance and customer satisfaction.

Each year, H&R Block must scale its support operations rapidly to handle the elevated demands of the U.S. tax season. with CXone Mpower, the company is equipped to turn this annual challenge into a strategic advantage—empowering thousands of agents to provide fast, accurate, and personalized support across voice and digital channels.

CXone Mpower also enables H&R Block to extend that same trusted, seamless and knowledgeable experience to self-service, automating everything from simple questions to more complex tax-related inquiries at scale. This shift from reactive support to proactive experience design, lays the foundation for long-term innovation and growth. As H&R Block accelerates its AI roadmap, it now aims to automate additional customer journeys to deliver a faster, smarter, and more connected client service.

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“Real transformation happens when we invest in our teams, evolve our technology, and rethink how we bring experiences to market, delivering the outcomes our customers demand,” said Brendan Mulryan, VP Customer Care at H&R Block. “NiCE has helped us reimagine CX, meeting  demand for digital self-service while advancing AI and automation. With CXone Mpower, we are focused on delivering a modern customer experience that blends self-serve ease with expert support when needed. Whether in-person or online, this transformation helps us meet customers where they are.”

“This transformation isn’t just a technology story, it’s the powerful example of business reinvention built around human experiences,” said Barry Cooper, President, CX Division, NiCE. “Our goal is to make every customer interaction effortless, especially during high-stakes periods like tax season. With CXone Mpower, organizations like H&R Block can rapidly scale, empower their agents, and deliver fast, accurate, seamless, and personalized service – even at peak demand – to ensure stress-free, happier moments.”

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Source – Businesswire

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