The Internal Revenue Experience has launched a new artificial intelligence system that, according to the agency, will reduce wait times for simple activities and improve customer service.
During a conference call with reporters on Friday, IRS officials claimed the technology allows the new phone system to authenticate callers by asking them basic questions. According to them, the new technology can grasp entire and natural methods of speaking.
During the call, IRS Deputy Commissioner Darren Guillot said, “For the first time in 160 years, this agency can successfully interact with a taxpayer utilising artificial intelligence to access their account and resolve it, in some scenarios, without any waiting on line.”
When taxpayers receive a written letter stating that they owe money, they can call in and use an ID number from the letter to access the upgraded system, according to agency officials.
The agency’s director of the collection, Frederick Schindler, said his team staggered the production and shipping of over 3 million letters so that they would appear in mailboxes in the following days, allowing callers to use the new system.
The IRS authorities claim that enhancing the phone bot with artificial intelligence is an upgrade over the prior phone system. According to them, the old unauthenticated phone bot could only answer basic questions and set up one-time payments for callers.
That more basic technology, which prevents the system from pulling up a person’s IRS account, is also used by the IRS in an online chatbox.
The new bot can access a caller’s IRS account because of its authentication capability. Callers can then “negotiate” and set up a payment plan with the bot without having to wait on hold –– a procedure that normally takes 17-20 minutes with a human operator, according to IRS officials.
According to IRS officials, employing the phone bot to handle more trivial issues frees up human operators to handle more complex concerns.
According to Wally Adeyemo, Deputy Secretary of the Treasury, “the IRS received over 200 million calls last year and only had 15,000 personnel to handle those calls.”
Callers will still have the option to speak with a human for more assistance, even if they use the intelligent phone bot, according to IRS officials.
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Many callers owe less than $25,000 and have the option to “name their price,” or the monthly payment amount they will commit to. The artificial intelligence system then calculates the amount to see if it falls inside the repayment date set by the agency.
Officials added that the new bot will not lead callers to spend more than the sum they choose.
While authorities on the call acknowledged that the new phone bot will provide a return on investment through increased compliance, he stated that raising government income was not the system’s primary goal.
It seems we will be benefited from AI more in the upcoming time.
