Editorial
The Federal Board of Revenue (FBR) has quietly taken a historic step by introducing Pakistan’s first government-run Artificial Intelligence (AI) ChatBot to assist taxpayers. This generative AI system, now live in beta mode on the FBR’s official website, offers real-time answers to tax-related queries, marking a significant moment in the country’s slow transition toward e-governance. It is also the first public-facing AI service introduced by any federal or provincial agency, making it a symbol of reform and innovation in a bureaucracy otherwise known for its outdated practices.
The ChatBot’s functionality is simple but transformative: taxpayers can access information instantly, without waiting for manual call centre responses. Its 24/7 availability and tailored answers reflect a vision for reducing inefficiencies and ensuring citizen facilitation. Initial tests show that the tool can handle both basic and complex queries with coherence, though officials admit it will take time to refine accuracy and reliability. Positioned under the FBR’s Transformation Plan—endorsed earlier this year by the federal cabinet—the service aims to modernize tax administration while paving the way for broader AI adoption across state institutions.
While disclaimers clarify that the responses are non-binding and not admissible in court, the symbolic value of this initiative should not be underestimated. For a country battling low tax compliance and trust deficits, digital tools like AI ChatBots can help build accessibility, transparency, and efficiency. The challenge now is to integrate such technology beyond cosmetic measures—embedding AI into real-time tax audits, predictive analytics, and fraud detection systems to plug revenue leakages.
Going forward, the government must not treat this initiative as a stand-alone experiment. Ministries dealing with health, education, commerce, and citizen facilitation should also adopt AI-based solutions to enhance service delivery. By scaling up technology adoption and training civil servants in digital tools, Pakistan can begin bridging its governance gaps. The FBR has shown the first spark; it is time for others to carry the flame.
