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IRS Widens Use of Voice Bots

Bot newThe Internal Revenue Service has expanded the use of voice bots to help verify taxpayers their identifies to set up or modify a payment plan. 

Since January, the IRS has used voice bots, which utilize artificial intelligence, on many toll-free telephones to handle simply payment or notice questions. Bots have also been utilized for those who callthe  Economic Impact Payment (EIP) toll-free line with general procedural questions or the support telephone line for the Advance Child Tax Credit

Eligible taxpayers who call the Automated Collection System (ACS) and Accounts Management toll-free lines discuss payment plan options can authenticate identities through a personal identification number creation process. Taxpayers need their most recent IRS bill and basic personal information to create the PINs

Additional voice bot uses are planned this year allow individuals (taxpayers with PINs to obtain, account and return transcripts.

Bob Scott
Bob Scott has provided information to the tax and accounting community since 1991, first as technology editor of Accounting Today, and from 1997 through 2009 as editor of its sister publication, Accounting Technology. He is known throughout the industry for his depth of knowledge and for his high journalistic standards.  Scott has made frequent appearances as a speaker, moderator and panelist and events serving tax and accounting professionals. He  has a strong background in computer journalism as an editor with two former trade publications, Computer+Software News and MIS Week and spent several years with weekly and daily newspapers in Morris County New Jersey prior to that.  A graduate of Indiana University with a degree in journalism, Bob is a native of Madison, Ind
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