In IR-2023-178 the Internal Revenue Service (IRS) announced the use of expanded chatbot technology. Chatbots are computers using artificial intelligence (AI) to answer taxpayer questions. The new chatbots assist taxpayers who receive IRS notices regarding underreported taxes.
Taxpayers may receive an IRS notice if their tax reporting does not match what is reported from third parties to the IRS. Each year, third parties file millions of IRS information forms that report payments to individuals.
Chatbots are another benefit resulting from increased IRS funding under the Inflation Reduction Act. IRS Commissioner, Danny Werfel stated, "We understand receiving a notice from the IRS can be concerning, and people frequently have questions. The use of chatbots in call centers has emerged as an effective practice in both the private and public sectors, making it easier for people to quickly get basic information to resolve their issues and avoid wait times on the phone."
The IRS has had success with chatbots in both English and Spanish. These chatbots have served over 13 million...More