The Internal Revenue Service today announced expanded voice bot options to help eligible
\ntaxpayers easily verify their identity to set up or modify a payment plan while avoiding long wait
\ntimes.<\/p>\n
\u201cThis is part of a wider effort at the IRS to help improve the experience of taxpayers,\u201d said IRS
\nCommissioner Chuck Rettig. \u201cWe continue to look for ways to better assist taxpayers, and that
\nincludes helping people avoid waiting on hold or having to make a second phone call to get what
\nthey need. The expanded voice bots are another example of how technology can help the IRS
\nprovide better service to taxpayers.\u201d<\/p>\n
Voice bots run on software powered by artificial intelligence, which enables a caller to navigate an
\ninteractive voice response. The IRS has been using voice bots on numerous toll-free lines since
\nJanuary, enabling taxpayers with simple payment or notice questions to get what they need
\nquickly and avoid waiting. Taxpayers can always speak with an English- or Spanish-speaking IRS
\ntelephone representative if needed.<\/p>\n
Eligible taxpayers who call the Automated Collection System (ACS) and Accounts Management toll-
\nfree lines and want to discuss payment plan options can authenticate or verify their identities
\nthrough a personal identification number (PIN) creation process. Setting up a PIN is easy:
\nTaxpayers will need their most recent IRS bill and some basic personal information to complete
\nthe process.<\/p>\n
\u201cTo date, the voice bots have answered over 3 million calls. As we add more functions for
\ntaxpayers to resolve their issues, I anticipate many more taxpayers getting the service they need
\nquickly and easily,\u201d said Darren Guillot, IRS Deputy Commissioner of Small Business\/Self Employed
\nCollection & Operations Support.<\/p>\n
Additional voice bot service enhancements are planned in 2022 that will allow authenticated
\nindividuals (taxpayers with established or newly created PINs) to get:<\/p>\n
Account and return transcripts.
\nPayment history.
\nCurrent balance owed.
\nIn addition to the payment lines, voice bots help people who call the Economic Impact Payment
\n(EIP) toll-free line with general procedural responses to frequently asked questions. The IRS also
\nadded voice bots for the Advance Child Tax Credit toll-free line in February to provide similar
\nassistance to callers who need help reconciling the credits on their 2021 tax return.<\/p>\n
The IRS also reminds taxpayers about numerous other available self-service options.<\/p>\n","protected":false},"excerpt":{"rendered":"
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. \u201cThis is part of a wider effort at the IRS to help improve the experience of taxpayers,\u201d said IRS Commissioner Chuck Rettig. \u201cWe continue […]<\/p>\n","protected":false},"author":1,"featured_media":11018,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1],"tags":[],"class_list":["post-2150","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-sin-categoria"],"acf":[],"yoast_head":"\n