The IRS in News Release IR-2022-127[1] announced they have made available automated voice bot options to assist taxpayers in verifying their identities and setting up payment plans.

The release begins:

The Internal Revenue Service today announced expanded voice bot options to help eligible taxpayers easily verify their identity to set up or modify a payment plan while avoiding long wait times.

“This is part of a wider effort at the IRS to help improve the experience of taxpayers,” said IRS Commissioner Chuck Rettig. “We continue to look for ways to better assist taxpayers, and that includes helping people avoid waiting on hold or having to make a second phone call to get what they need. The expanded voice bots are another example of how technology can help the IRS provide better service to taxpayers.”[2]

The new bots rolled out for the Automated Collection System (ACS) are described as follows:

Eligible taxpayers who call the Automated Collection System (ACS) and Accounts Management toll-free lines and want to discuss payment plan options can authenticate or verify their identities through a personal identification number (PIN) creation process. Setting up a PIN is easy: Taxpayers will need their most recent IRS bill and some basic personal information to complete the process.[3]

The release explains, in general, what voice bots are:

Voice bots run on software powered by artificial intelligence, which enables a caller to navigate an interactive voice response. The IRS has been using voice bots on numerous toll-free lines since January, enabling taxpayers with simple payment or notice questions to get what they need quickly and avoid waiting. Taxpayers can always speak with an English- or Spanish-speaking IRS telephone representative if needed.

…

“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.[4]

This bot is not the first voice bot rolled out by the IRS. The release notes:

In addition to the payment lines, voice bots help people who call the Economic Impact Payment (EIP) toll-free line with general procedural responses to frequently asked questions. The IRS also added voice bots for the Advance Child Tax Credit toll-free line in February to provide similar assistance to callers who need help reconciling the credits on their 2021 tax return.[5]

The agency has plans to expand the use of voice bots in additional areas in 2022, noting:

Additional voice bot service enhancements are planned in 2022 that will allow authenticated individuals (taxpayers with established or newly created PINs) to get:

· Account and return transcripts.

· Payment history.

· Current balance owed.[6]

At the same time the news release was posted, the agency posted a short video on YouTube describing the automated collection bot. The video can be viewed below:

[1] “IRS expands voice bot options for faster service, less wait time,” IRS News Release IR-2022-127, June 17, 2022, https://www.irs.gov/newsroom/irs-expands-voice-bot-options-for-faster-service-less-wait-time (retrieved June 25, 2022)

[2] “IRS expands voice bot options for faster service, less wait time,” IRS News Release IR-2022-127, June 17, 2022

[3] “IRS expands voice bot options for faster service, less wait time,” IRS News Release IR-2022-127, June 17, 2022

[4] “IRS expands voice bot options for faster service, less wait time,” IRS News Release IR-2022-127, June 17, 2022

[5] “IRS expands voice bot options for faster service, less wait time,” IRS News Release IR-2022-127, June 17, 2022

[6] “IRS expands voice bot options for faster service, less wait time,” IRS News Release IR-2022-127, June 17, 2022