Voice bot options may mean faster service and less wait time
The IRS is unveiling a new voice bot that may mean less time on hold for taxpayers trying to verify their identity to set up or modify a payment plan. The 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. To set up a PIN, taxpayers will need their most recent IRS bill and some personal information to complete the process.
The voice bots will also help people who call the Economic Impact Payment line with general procedural responses to FAQs.
In February, the IRS added voice bots for the Advance Child Tax Credit line for callers who need help reconciling the credits on their 2021 tax return. In addition, voice bots have been used on several lines since January, so that taxpayers with simple payment or notice questions get what they need quickly.
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.
Current balance owed.
To read the full announcement, Click Here