The IRS is expanding its use of chatbot technology. The agency has used chatbot features since early 2022 to help more than 13 million taxpayers avoid wait times by resolving their tax issues, including setting up roughly $151 million in payment agreements. The IRS will now employ a chatbot technology to help answer basic questions for taxpayers who receive CP2000, CP2501 and CP3219A notices regarding underreported taxes. The chatbot can answer questions such as: “I received a notice, what should I do?” and “Did the IRS receive my response?” A chatbot simulates human interaction with taxpayers through a web or mobile app by responding to questions or requests in a chat feature.
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