RECOMMENDATION 01031-001
RECOMMENDATION TEXT:
When a chatbot has reached its service limitation and is unable to address the taxpayer’s issue, the system should automatically transfer the issue to a live agent. This process would alleviate taxpayer frustration and enhance communication and customer service. Response Under Consideration Implemented date TBD Response explanation The IRS is constantly working to modernize our chatbot technology to provide the best taxpayer experience. Currently, our chatbot does not provide a live chat feature. Our chatbots provide information from FAQs and other resources located on irs.gov. Accounts Management is exploring the feasibility of live chatbot for single or limited topics in the future.
IRS Action: Recommended
RECOMMENDATION 01031-002
RECOMMENDATION TEXT:
The live-chat feature should be available during the same hours (for example 8 am to 7 pm) for every time zone in the United States. Taxpayers in each time zone should have equal access to a live agent using the chatbot. Response Under Consideration Implemented date TBD Response explanation AM does not currently have live-chat services. However, the IRS will explore the feasibility of adding these services as an alternate form of assistance. Live assistance can only be offered during our existing hours of operation across each time zone.
IRS Action: Recommended
RECOMMENDATION 01031-003
RECOMMENDATION TEXT:
The live-chat feature should be available for international taxpayers at a reasonable time based on their location time zone It is important to provide timely assistance to US taxpayers currently living outside of the country. The implementation of the live-chat option for those outside the US may require some limitations on the hours. However, as these taxpayers are unable to access the toll-free phone lines, a live-chat option via the internet will help overcome that barrier. Response Under Consideration Implemented date TBD Response explanation The IRS does not currently have chatbot or live-chat services dedicated to issues unique for international taxpayers. However, the IRS will explore the feasibility of adding these services as an alternate form of assistance. Live assistance can only be offered during our existing hours of operation for international taxpayers, which is 6am-11pm EST.
IRS Action: Recommended
RECOMMENDATION 01031-004
RECOMMENDATION TEXT:
The live-chat Customer Service Representatives (CSRs) should have the ability to access the records or files of the taxpayer to see what actions have previously been taken for the individual caller. By having access to the files or records of previous actions taken on behalf of the caller, the CSR will be able to better assist the taxpayer. The CSR will be able to quickly assess the problem and may be able to follow-up with any IRS employees assigned to the issue. Response Under Consideration Implemented date TBD Response explanation AM does not have the live-chat feature. The IRS will explore the feasibility of an authenticated live-chat feature.
IRS Action: Recommended
RECOMMENDATION 01031-005
RECOMMENDATION TEXT:
The live-chat CSRs need the ability to chat internally with other CSRs or IRS employees that may have additional information or input on the case outside of the view of the conversation with the taxpayer. To assist the CSRs in responding to the taxpayer through the live-chat feature, the system should allow them to contact other CSRs or IRS employees for information or advice as they work to respond to the taxpayer using the bot. This will enhance their ability to provide quality customer service. Response Under Consideration Implemented date TBD Response explanation AM does not currently have live-chat services. If a live chat feature is developed, the IRS will explore the feasibility of providing live-chat CSRs the ability to chat internally with others outside of the view of the taxpayer in a manner that is consistent to a CSR staffing a phone application. However, due to privacy restrictions, it is not standard practice to discuss open account issues with other employees without a need to know. Additionally, each business unit has its own privacy and disclosure laws limiting the amount of interaction between functions.
IRS Action: Recommended
RECOMMENDATION 01031-006
RECOMMENDATION TEXT:
The live-chat CSRs should have the ability to contact the bot user directly by phone, if necessary, to understand the taxpayer’s issue or better communicate the actions necessary to resolve the issue. Sometimes direct communication with the taxpayer is required to better understand a complex issue or to explain how to proceed to address the issue. The system should allow the CSR to make that decision and be able to ask the bot user for their phone number. Response Non-Adopt Implemented date Response explanation It is not standard practice for CSRs to make outgoing calls. If a live chat feature is developed and the taxpayer’s issue requires phone assistance, the taxpayer should be directed to call the toll-free number.
IRS Action: Not adopted
RECOMMENDATION 01031-007
RECOMMENDATION TEXT:
To determine the level of customer satisfaction, a survey feature should be an element of the system. A survey feature is typical in the industry; at the end of the conversation, the taxpayers are asked to respond to one or more questions about their customer service experience. This will help the IRS determine the level of service and detect any issues they may need to address Response Under Consideration Implemented date TBD Response explanation AM does not currently have live-chat services. If a live chat feature is developed, the IRS will explore customer satisfaction measures.