IRS Unveils Voice and Chat Bots To Assist Taxpayers

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IRS Unveils Voice and Chat Bots To Assist Taxpayers

Bots, or robots, are software programs that carry out automated activities. When contacting customer care departments of organizations with whom you conduct business, you’ve most likely engaged with bots.

Add the Internal Revenue Service (IRS) to that list, as the agency has revealed the deployment of voice and chat bots on two of its specialist toll-free telephone service lines, with more on the way. The initiative, which is part of the IRS Taxpayer Experience Strategy, aims to enhance IRS-taxpayer interactions by offering more information using new technologies such as artificial intelligence voice and chat bots.

Key Takeaways

  • The IRS has begun utilizing customer care robots to provide speedy answers to individuals with minor tax circumstances.
  • This allows human agents to focus on taxpayers with more difficult issues.
  • If taxpayers want, they may still contact a conventional customer support person.
  • For the time being, bots handle basic problems such as tax payment concerns, commonly asked queries, and how to comprehend IRS collection notifications.
  • IRS bots, which are part of the Taxpayer Experience Strategy, are essentially software programs that are based on artificial intelligence (AI) and are meant to communicate with people using a human-sounding voice that is suitable for the language.
  • The IRS also emphasizes a variety of additional self-service alternatives for taxpayers.

At the moment, the bots enable taxpayers with basic inquiries regarding payments or collection letters to obtain answers quickly, freeing up human customer care employees to focus on more complex cases.

“Our phone lines continue to see exceptional demand,” IRS Commissioner Chuck Rettig stated in a statement. “Our phone agents continue to be a key part of the service we offer, but these bots may assist some individuals avoid long phone waits for something that might be addressed on the spot.” This is part of a bigger effort to ensure that individuals get the support they need throughout tax season.”

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If necessary, taxpayers may still contact an IRS person via phone.

Limited Application for Now — Expansion Coming

The IRS started using speech and chat bots in Spanish and English a few weeks ago to assist people with tax payment concerns and comprehending a letter they may have received from the agency. At this point, taxpayers with basic tax season queries will most likely be referred to a human agent rather than a bot, according to the IRS. Currently, the bots may assist taxpayers with:

  • How to make one-time payments
  • Answers to some often asked questions
  • Clarification of the collection notice

Furthermore, speech bots presently assist consumers contacting the Economic Impact Payment (EIP) toll-free line and offer broad answers to commonly asked inquiries about the program. For callers who need assistance reconciling the credits on their 2021 tax return, the IRS has now introduced speech bots to the Advance Child Tax Credit toll-free line.

Later this year, the IRS wants to launch speech bots that will allow taxpayers to validate their identities in order to make payment plans, seek transcripts, and learn more about their IRS accounts. The government also intends to use additional voice and chat bots to assist people with more sophisticated tax concerns.

Inside Bot Software

As previously said, speech bots are artificial intelligence (AI)-powered software that allows callers to navigate interactive voice response (IVR) systems using just their voice in their preferred language. Chat bots use text interaction to replicate human conversations, as well as AI that reacts to linguistic instructions.

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When a taxpayer requests to talk with a customer care agent, they are put in a line for ACS telephone help in either English or Spanish. Currently, the IRS voice and chat bots provide unauthenticated services, which means they do not have access to the taxpayer’s protected account information.

According to the IRS, its toll-free phone lines get millions of calls each year, and customer service personnel spend over 20 minutes on average with each taxpayer they assist. One of the primary advantages of speech and chat bots is that they free up reps for more complex tasks.

Part of the Taxpayer Experience Strategy

The IRS regards its taxpayer experience strategy as the foundation of its mission. It includes all taxpayer interactions, such as visiting for further information, phoning the toll-free number with a query, or meeting with a revenue agent.

Interactions with voice and chat bots are part of the IRS’s broader Taxpayer Experience Strategy, which the agency claims results in:

  • Less time spent on the phone as a result of increased usage of appointment and call-back technologies
  • The IRS provides convenient contact in a variety of languages and preferred ways.
  • Simple and secure methods for accessing tax information, updating personal accounts, communicating with others, and making payments from any device.
  • Notifications concerning changes in tax conditions, refund status, audit status, and payments are personalized.
  • Tax information that is simple to comprehend and available, as well as simpler access to the tools required to submit full and correct returns
  • Less time is spent discussing difficulties to various IRS employees, increasing the possibility that the issue will be handled in a single conversation.
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Other Self-Service Options

The IRS also advises people of other self-service choices.

  • The tools, which taxpayers may utilize to locate information about their accounts, are particularly user-friendly and accessible 24 hours a day.
  • Individuals who were not qualified for a third Economic Impact Payment or received less than the full amount may be eligible for the Recovery Rebate Credit. They must go in to their online accounts to verify they are claiming the right amount.
  • People will need to know the whole amount of Advance Child Tax Credit payments they received in 2021 in order to compare them to the complete amount of the Child Tax Credit that they may claim correctly when filing their 2021 tax return.
  • After filing their taxes, taxpayers may monitor the status of their return in real time on the Where’s My Refund website.

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