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Project 01157

Taxpayer Services Unauthenticated Chatbot

Project Statement:

It is important for the taxpayers to have access to the most current and accurate information regarding their tax responsibilities. Improving the access to information in the IRS website, will result in better rates of compliance, the taxpayers will have a better understanding of their tax responsibilities and it will minimize the discontent of some taxpayers with the IRS.

Goal Statement:

The goal of this project is to improve the availability and accessibility of the services the taxpayers receive via the chatbot. This will lead to an expansion of the topics available and will facilitate the access to information thru self-help tools.

Taxpayer Communications Committee

Year: 2024


Status: Elevated

RECOMMENDATION 01157-001

RECOMMENDATION TEXT:

Provide link to contact IRS agent and request call back if necessary.

IRS Action: Recommended

RECOMMENDATION 01157-002

RECOMMENDATION TEXT:

Make chatbot available in more languages.

IRS Action: Recommended

RECOMMENDATION 01157-003

RECOMMENDATION TEXT:

Topics in the bubble should be in bold.

IRS Action: Recommended

RECOMMENDATION 01157-004

RECOMMENDATION TEXT:

Provide feature for user to adjust size of responses or expand chatbot window.

IRS Action: Recommended

RECOMMENDATION 01157-005

RECOMMENDATION TEXT:

Separate individual from business topics.

IRS Action: Recommended

RECOMMENDATION 01157-006

RECOMMENDATION TEXT:

For amended return, needs to address that this what the status means and is not taxpayer specific.

IRS Action: Recommended

RECOMMENDATION 01157-007

RECOMMENDATION TEXT:

Provide a link to learn more about EITC.

IRS Action: Recommended