IRS Expands Voice Bot Options For Faster Service

Have you ever heard of the Voice Bot option of the IRS? This service was developed to improve the speed of IRS’s service and offer a better experience. But what is this voice bot option? We cover everything you need to know about the Voice Bot option of the IRS in this article.

Thanks to this service, it is possible to perform many transactions much faster, from creating a payment plan to processing your identity information. Taxpayers who are behind on their payments can call an artificial intelligence-powered voice bot to receive more personalized service and speed up their tax return processing. 

The voice bots will communicate in Spanish and English and be able to provide a transcript of their accounts, including the balance. The IRS has worked with National Taxpayer Advocate Erin Collins to develop a voice bot to address legitimate concerns about taxpayers setting up unrealistic payment plans. The agency is also working to ensure that bots ask taxpayers questions to ensure they can afford their payment plans.

Since the start of the year, the IRS has been experimenting with the use of voice bots to help customers avoid long wait times and long lines. Voice bots are artificial intelligence-powered machines that answer questions with minimal human assistance. They can even set up a payment plan for an individual. They use a person’s account number to identify them and provide a phone number to speak with the bot.

In addition, the IRS has extended its use of voice bots, making it easier for taxpayers to get help on payment plans or modify their payment schedules without the need to make a second phone call. It is estimated that humans answer only 20% of calls to the IRS during tax season, so these voice bots are already having a huge impact. They are able to answer simple questions and verify a taxpayer’s identity without requiring a human being to help.

On the other hand, voice bots work on artificial intelligence software because the customer can navigate interactive menus and receive help quickly. The IRS estimates that voice bots have answered more than 3 million calls so far, and they are able to respond in English and Spanish. However, the callers should still expect to wait sometime on hold for the agent to answer their questions. The IRS also reminds callers that they can self-serve through their online accounts.