IRS Expands Voice Bots for Faster Service
On June 17, 2022, the IRS announced the expansion of voice bot options to allow taxpayers to verify their identity or modify a payment plan while avoiding a long wait time. “This is part of a wider effort at the IRS to help improve the experience of taxpayers,” said IRS Commissioner Chuck Rettig.
The IRS has been using voice-bots since January to help taxpayers with simple, quick tasks. Taxpayers also have the option to speak with an English-or Spanish-speaking representative.
“To date, the voice bots have answered over 3 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,” said Darren Guillot, IRS Deputy Commissioner of Small Business/Self Employed Collection & Operations Support.
The IRS plans to expand voice bot service in 2022 to allow taxpayers with established or newly created PINs to get information on their account and return transcripts, payment history, and current balance owed.
Voice bots also help people who call the Economic Impact Payment (EIP) line and the Advance Child Tax Credit line.
Other numerous self-service options can be found here: https://www.irs.gov/newsroom/get-ready-for-taxes-bookmark-irsgov-resources-and-online-tools-to-use-before-during-and-after-filing
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