- How to make one-time payments
- Answers to frequently asked questions
- Collection notice clarification
The IRS informed taxpayers that voice bots are software powered by artificial intelligence (AI) that allow a caller to navigate an interactive voice response (IVR) system with their voice. Chat bots simulate human conversation through web-based text interaction, also using AI-powered software to respond to natural language prompts. Taxpayers who request to speak with a customer service representative will be placed in a queue for English or Spanish ACS telephone assistance. The IRS voice and chat bots currently cannot provide assistance with a taxpayer’s protected account information. Later in 2022, IRS voice bots will enable taxpayers to authenticate their identity to establish payment plans, request a transcript, and obtain information about their accounts. The IRS plans to roll out more voice and chat bots later in 2022 to assist taxpayers with more complex issues.
Further, freeing up IRS phone assistors for taxpayers with complex collection issues who need to speak with someone is a major benefit of voice and chat bots. Additionally, voice bots also helped taxpayers calling the Economic Impact Payment (EIP) toll-free line, providing general procedural responses to frequently asked questions. The IRS also added voice bots for the Advanced Child Tax Credit toll-free line this month to provide similar assistance to callers who need help reconciling the credits on their 2021 tax return.