By Benadeta Mwaura - Reporter
Kenya, May 14, 2026 - Filing tax returns in Kenya may no longer require navigating complex portals or setting aside hours to complete paperwork. The Kenya Revenue Authority has introduced a new WhatsApp-based filing option powered by an AI chatbot known as Shuru, allowing salaried individuals to submit their employment income tax returns in just a few steps.
In a statement shared via its official communication channels, KRA said the tool is designed to simplify the filing process, noting that taxpayers can now complete their IT1 returns in just a few simple steps, straight from your phone, without downloading anything extra. The chatbot operates through a dedicated number, guiding users from initiation to submission within the familiar WhatsApp interface.
The process is deliberately simple. Once a user initiates a chat with a “Hi,” Shuru walks them through selecting employment income services, verifying their identity using a KRA PIN or national ID, and completing authentication via a one-time password sent to their registered mobile number.
The system then automatically generates an employment income summary, which the taxpayer reviews before confirming submission.
This marks a significant shift from traditional filing methods that rely heavily on the iTax portal, which many users have previously found cumbersome, especially during peak filing periods. By moving the process to WhatsApp, one of the most widely used platforms in Kenya, KRA is effectively meeting taxpayers where they already are.
The introduction of Shuru also reflects a broader digital transformation strategy within the tax authority. In recent years, KRA has been investing in automation, data integration, and digital services to improve compliance and expand the tax base.
The chatbot fits into this agenda by lowering the barrier to filing, particularly for PAYE employees who may have previously delayed or avoided the process due to its perceived complexity.
For ordinary Kenyans, the implications could be immediate. A salaried worker no longer needs a computer or cyber café to file returns; a smartphone and internet connection are enough.
For a young professional juggling multiple responsibilities, or a first-time taxpayer unfamiliar with the system, the simplified process could encourage timely compliance.
However, while the convenience is clear, the rollout also raises important considerations.
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Data security remains a central concern. Although the system uses OTP verification to authenticate users, the shift to a messaging platform introduces new questions around privacy, phishing risks, and user awareness.
Ensuring that taxpayers can distinguish the official Shuru channel from potential fraud attempts will be critical.
There is also the question of accessibility. While WhatsApp penetration is high, not all users may be comfortable navigating chatbot-driven services, particularly older taxpayers or those less familiar with digital tools. As such, the chatbot is likely to complement rather than replace existing filing channels.
From a policy perspective, the move could also help KRA improve compliance rates. Simplifying the filing process reduces friction, and in taxation, lower friction often translates into higher participation.
With Kenya under increasing pressure to boost domestic revenue, such innovations could play a key role in widening the tax net without necessarily increasing rates.
At the same time, the success of Shuru will depend on reliability. Any system downtime, delays in OTP delivery, or errors in generated summaries could undermine user confidence, particularly during the peak filing season.
Still, the direction is clear. Tax administration in Kenya is becoming more digital, more automated, and more user-focused.
For many Kenyans, filing returns has long been a stressful annual obligation. With the introduction of Shuru, it may soon become something far simpler, just another chat on a phone.