How a busy Ontario tax office gained 24/7 phone coverage, organized call triage, and a documented record of every client conversation, deployed in a single business day.
Executive Summary
A busy Ontario tax practice needed a better way to manage client calls without constantly interrupting practitioners or leaving clients waiting for callbacks. Heyliaa deployed a purpose-built AI receptionist in one business day, providing 24/7 call coverage, answering general CRA-related questions, capturing and categorizing every inquiry, identifying urgent matters, and documenting every conversation with a recording, transcript, and summary. The result is a more organized workflow in which the practitioner can review calls between meetings and respond based on urgency rather than simply the order in which calls arrived.
About the Client
The client is an Ontario-based tax and accounting practice focused heavily on CRA-related matters, including personal and corporate taxes, GST, collections, filing requirements, and CRA notices. The case study currently recommends publishing the client’s actual name only with approval; otherwise, it should be described as a “Greater Toronto Area tax practice.”
The Challenge
Tax practices run on the phone. Clients call about filing deadlines, GST questions, corporate tax matters, and, most stressful of all, letters from the Canada Revenue Agency. For a practitioner who spends the day in client meetings, every ring is an interruption and every missed call is a client left wondering.
Call volume spikes sharply around CRA filing deadlines, exactly when the practitioner has the least time to answer. Most calls ask the same general questions about deadlines, notices, and filing requirements. Urgent matters, such as CRA collections actions with legal deadlines, arrived through the same channel as routine questions and could not be told apart until someone called back. There was no systematic record of who called, why they called, or what was promised.The Solution
Heyliaa deployed Maya, an AI receptionist purpose built for the tax practice, answering the office number around the clock.
Answers every call, day and night. No voicemail, no busy signal, no missed client. Handles general CRA questions. Maya answers from a curated knowledge base built on official Canada Revenue Agency pages plus the office’s own published questions and answers, and directs callers to the CRA website for full details. Captures every caller. Name, confirmed callback number, and a clear statement of why they called. Every call arrives on the dashboard with its recording, full transcript, and a written summary. Sorts calls for fast triage. Calls are organized into the categories the practice actually works with: corporate and business taxes, GST matters, personal income tax, CRA collections, and tax filing issues. Escalates urgency. Collections actions, garnishments, and near term deadlines are flagged as priority so they surface first for callback. Streamlines CRA notices. Callers holding a CRA letter are guided to email a photo or PDF directly to the office, with the address spelled out on the call. Books the follow up. For appointment requests, Maya collects preferred days and times so the office can confirm with a single callback. Stays inside professional lines. Maya never quotes fees, never gives advice on a caller’s specific tax situation, never collects Social Insurance Numbers or banking details, and identifies itself as an AI assistant when asked.Implementation: Live in One Day
The agent was configured, connected to a dedicated phone line, and answering calls within one business day of the requirements meeting. The knowledge base was pre-seeded with official CRA sources covering personal, corporate, and GST topics, collections, and key filing dates. The practice received dashboard access the same day and manages its own custom questions and answers through a simple portal: type the answer, click publish, and Maya knows it on the very next call. Existing office numbers forward to the agent through standard carrier call forwarding, so clients keep dialing the number they have always used.
The Results
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The strongest documented results are:
- 1 business day from requirements to a live AI receptionist.
- 24/7 call coverage, including during deadline season.
- 100% of answered calls documented with a recording, transcript, and written summary.
- Calls can now be reviewed and returned in priority order, rather than simply in the order they were received.
What Makes It Different
The differentiation is not simply that Heyliaa “answers calls.” The stronger positioning is that it turns incoming calls into structured, actionable work.
Instead of functioning like conventional voicemail, every interaction is captured, categorized, summarized, and prioritized. It also uses a practice-specific knowledge base built from official CRA information and the firm’s own approved answers, while maintaining explicit boundaries around personalized tax advice and sensitive financial information.
A concise positioning line could therefore be:
“Heyliaa doesn’t just answer the phone—it turns every client call into an organized, prioritized next action.”
What’s Next
The planned next phase includes direct appointment booking into the practitioner’s Google Calendar and live transfer of urgent calls to the practitioner’s direct line.
About Heyliaa
Heyliaa is an AI operations agent for clinics and professional practices from MarkiTech.AI, an Oakville, Ontario company. Heyliaa answers calls, triages faxes, books appointments, and gives practices a complete record of every client interaction. Learn more at heyliaa.ca.