The IRS is pleased with the rollout of voice bots for tax collections. Darren Guillot, Deputy Commissioner of Collections in the IRS Small Business/Self-Employed Division, stated, "Every day it just gets better and better."
The voice bots are powered through artificial intelligence and available in both English and Spanish. They are able to authenticate a taxpayer's identity. After authenticating an individual's identity, they are able to provide personal assistance.
The initial rollout on June 14 was quite limited, but the bots were fully functional by June 24, 2022. They are able to assist tax delinquent taxpayers who owe the IRS $25,000 or less. The IRS estimates that this covers 93% of delinquent taxpayers.
The voice bots were able to handle 200,000 calls in the almost two weeks it has been operational. They enabled over 2,000 taxpayers to set up payment plans. This process ordinarily takes an IRS contact representative about 17 minutes. Guillot noted, "This allows our phone assisters more bandwidth, limited as they are, to answer more phone calls from taxpayers who want to penalty...More