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.