Voice robots answering phone calls about payment plans
Your next call to the Internal Revenue Service could be answered by a voice robot that can verify your identity and help you set up or change a tax payment plan.
Why is this important: The IRS on Friday announced an expansion of its use of voice robots that rely on artificial intelligence to help taxpayers solve problems. The initiative aims to reduce long wait times and help eliminate a backlog of tax returns.
- The IRS said it has been using bots since January to answer more than 3 million calls and handle basic questions in English and Spanish.
- This week, the agency added authenticated robots for the first time to verify taxpayer identities and accept payments, said Darren Guillot, IRS deputy commissioner for small business collection and operations, on Friday. and freelancers, during a call with reporters.
What they say : Earlier this year, the IRS had “trouble answering two or three out of 10 phone calls,” Guillot said. Bots will make it easier for other people to get on the phone.
- “You can set up a payment plan and the bot will close your case without any intrusive apps or conversations with an Internal Revenue Service agent,” Guillot said.
Details: The IRS said eligible taxpayers who call the automated collection system and account management toll-free lines can authenticate or verify their identity through a personal identification number (PIN) creation process.
- To set up a PIN, taxpayers need their most recent IRS bill and some basic personal information to complete the process.
And after: Later this year, the IRS said taxpayers with established or newly created PINs will be able to obtain account and return transcripts, payment history, and current balance owing.