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Tuesday June 28, 2022

Washington News

Washington Hotline

IRS Offers New Voice "Bot" Service

In IR-2022-127, the Internal Revenue Service announced it is expanding its voice bot options. The new service is focused on taxpayers who would like to set up or modify a payment plan.

IRS Commissioner Chuck Rettig noted, "We continue to look for ways to better assist taxpayers, and that includes helping people avoid waiting on hold without having to make a second phone call to get what they need. The expanded voice bots are another example of how technology can help the IRS provide better service to taxpayers."

Voice bots are computer software that relies on artificial intelligence. This software helps taxpayers to navigate on a phone call and receive answers to questions. The IRS has used other voice bots on toll-free lines since January. These bots are designed to help taxpayers with basic questions. If more help is needed than the voice bots can provide, taxpayers may speak with an IRS representative in either English or Spanish.

The new voice bots include the Automated Collection System (ACS) or the Accounts Management toll-free lines. Taxpayers may discuss payment plans by creating a personal identification number (PIN). The PIN request process is easy – individuals need the most recent IRS bill and basic personal information to obtain a PIN.

Darren Guillot is the IRS Deputy Commissioner of Small Business/Self Employed Division, Collection & Operations Support. He stated, "To date, the voice bots have answered over three million calls. As we add more functions for taxpayers to resolve their issues, I anticipate many more taxpayers getting the service they need quickly and easily."

Future voice bots will help taxpayers to obtain tax return transcripts, to review their payment history and understand any current balance owed. Current voice bots help with questions on Economic Impact Payments or the Advance Child Tax Credit.

Published June 24, 2022
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