Among these improvements is a customer callback option, which the agency says is now available to up to 97 percent of callers seeking lave assistance, The IRS said the service was offered to more than 11 million taxpayers during the tax season through July. 

The IRS is also rolling out conversational voice technology, available in English and Spanish, which can route calls based on the words used by calling taxpayerw,

In addition, this year, the IRS added extended hours at 242 Taxpayer Assistance Center and also offered Saturday services in more than 70 locations. The report says that the centers experienced a 37-percent increase in face-to-face contacts.

Additional improvements are expected to stem from implementation of a new tool and improved workforce management processes for the call center operations which will offer on improved call volume forecasting and dynamic scheduling to roll out in 2025 and 2026.

Bob Scott

• Email

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