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Build a client FAQ chatbot for a new tax law so clients get instant answers instead of emailing and calling the firm

who Nicole Davis, owner of Conscious Accounting and Delite Payroll (28 people across both firms), in an AICPA & CIMA small-firm article

The problem

When a big tax law lands, the same client questions pour in by email and phone, pulling staff off higher-level work in the middle of busy season.

What happened

Per Davis, the chatbot immediately reduced inbound emails and phone calls about the new law, and her team had more time for higher-level work. No call or email counts are published, and the chatbot platform isn't named.

Quoted in the source: Nicole Davis, owner, Conscious Accounting. Source: AICPA & CIMA: Beyond Email — Using AI and automation to enhance capacity (Nicole Davis / Conscious Accounting) (2026-02-11) · Added 2026-10-15.

How to set it up yourself

1. What Conscious Accounting did: a staff data and automation specialist spent a few days building a chatbot that answers common client questions about the new tax law, so routine questions stop landing in inboxes and voicemail.
2. Pull the last few weeks of client emails and call notes about the topic and list the 15–30 questions that repeat. Have a CPA write and sign off on a short plain-English answer for each, plus a list of questions the bot must never answer (anything that depends on a client's own return).
3. DIY adaptation (not what Conscious Accounting used): paste the approved Q&A into a ChatGPT custom GPT, a Claude Project or a website chat widget such as Tidio, with the prompt below as its instructions. Test it with 20 real client questions, including ones it should refuse, before you share the link.
4. Put the link in your email auto-reply, client portal and phone greeting during busy season. Review the chat log weekly, add answers for repeat gaps, and send anything personal to a booking link or a staff inbox.

Copy-paste prompt

You answer client questions for {FIRM NAME}, a {CPA OR BOOKKEEPING} firm, about {LAW OR TOPIC}. Answer ONLY from the approved Q&A below, in plain English, in under 120 words. If the answer depends on the client's own return, numbers or situation, do not guess: say a team member will follow up and point them to {BOOKING LINK OR EMAIL}. Never give legal advice, never promise a refund amount, and say you are an AI assistant if asked. Approved Q&A: {PASTE APPROVED Q&A}. Client question: {PASTE QUESTION}

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