The IRS has started using voice and chatbots on two of its specialized assistance phone lines in both English and Spanish to help taxpayers with simple payment or collection notice questions.
The new chatbots help taxpayers get help quickly without the long wait, the IRS explained. The two specialized phone lines are for assisting taxpayers with tax payment issues or explaining an IRS notice. Taxpayers can still speak with an IRS representative if needed.
People with general tax season questions generally will not encounter the chatbots, which cannot currently assist taxpayers with their protected accounting information.
Later this year, the chatbots will also enable taxpayers to authenticate their identities to establish payment plans, request a transcript and get more account information. Read more.