How Intuit uses LLMs to explain taxes to millions of taxpayers - Jaspreet Singh, Intuit
Jul 23, 2025 · 18:59
Jaspreet Singh, Senior Staff Engineer at Intuit, explains how TurboTax uses Anthropic's Claude and OpenAI models to generate personalized tax explanations for 44 million customers. The system, built on Intuit's GenOS platform, combines prompt-engineered static explanations with dynamic question-answering using RAG and graphRAG for tax-specific queries. Singh details their fine-tuning of Claude Haiku on AWS Bedrock, which improved quality but proved too specialized. A key focus is evaluation: manual reviews by tax analysts followed by automated LLM-as-a-judge scoring for accuracy, relevancy, and coherence, with a golden dataset and safety guardrails to prevent hallucinated numbers. He highlights challenges like latency spikes on tax day (3–10 seconds), vendor lock-in through expensive contracts, and the difficulty of upgrading models even within the same vendor. Singh emphasizes that evaluations are essential for launching any GenAI feature in a regulated domain like tax.
