IRS expands use of chatbots to help answer questions about key notices
The Internal Revenue Service today announced the expansion of its chatbot technology to improve taxpayer experiences by immediately answering basic questions for those who receive certain notices from the IRS. IRS about not reporting all of your taxes.
New chatbot feature will help taxpayers who receive notices CP2000, CP2501 y CP3219A (in English), which notify taxpayers that the information received by the IRS from third parties is not compatible with the information provided by the taxpayer to the IRS.
This technological expansion is possible thanks to the financing of the Inflation Reduction Law, which will transform the IRS and will dramatically improve services to help taxpayers.
“Through our transformation efforts, we continue to identify and implement technologies to help taxpayers and tax professionals interact with us in the ways they prefer, including expanded digital, telephone and in-person assistance options,” said the commissioner. IRS, Danny Werfeld. “We understand that receiving a notice from IRS It can be worrying and people often have questions. The use of chatbots in call centers has become an effective practice in both the public and private sectors, making it easier for people to quickly obtain basic information to solve their problems and avoid waiting times on the phone. The implementation of chatbots in the call center IRS “It helps taxpayers resolve their issues faster and helps free up valuable telephone resources for other taxpayers with questions about more complex issues.”
The launch of this chatbot builds on previous successes of the IRS who use this type of technology to improve customer service. Since January 2022, chat and voice bots on the IRS helped more than 13 million taxpayers avoid wait times by resolving their tax problems, including creating payment agreements of approximately $151 million.
Chatbots use artificial intelligence to simulate human interaction with taxpayers through a web or mobile application that allows them to respond to questions or requests in a chat function. Additionally, at the end of the conversation, taxpayers can press the “representative” button to speak with a live assistant.
The new chatbot IRS is available to assist taxpayers with:
- What to do if you received a notice
- How to ask for more time to respond to a notice.
- How to find out if the IRS received his response.
El IRS plans to add additional bot technology features in the future to help taxpayers with more complex issues. More information on this topic will be provided this year and next.