The IRS’s new voice bot options mean less time on hold for taxpayers trying to verify their identity to set up or modify a payment plan. Voice bots run on software powered by artificial intelligence, which allows a caller to navigate an interactive voice response. These voice bots are available both in English and Spanish.
Eligible taxpayers who call the Automated Collection System and Accounts Management lines to discuss payment plan options can authenticate or verify their identities through a PIN creation process. Setting up a PIN is easy: Taxpayers will need their most recent IRS bill and some personal information to complete the process.
In addition to the payment lines, voice bots help people who call the Economic Impact Payment line with general procedural responses to FAQs. The IRS also added voice bots for the Advance Child Tax Credit line in February for callers who need help reconciling the credits on their 2021 tax return.
The IRS has been using voice bots on several lines since January, so that taxpayers with simple payment or notice questions get what they need quickly. To date, the voice bots have answered over three million calls.
The IRS will rollout additional voice bot service enhancements in 2022 to allow taxpayers with established or newly created PINs to get:
- Account and return transcripts.
- Payment history.
- Current balance owed.