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Project 01158

WMR and WMAR

Project Statement:

The Toll Free Phone Lines Committee members were asked to test and provide feedback regarding the voice bots for the Where’s My Refund (WMR) and Where’s My Amended Return (WMAR) systems

Goal Statement:

To improve the taxpayer experience with the WMR and WMAR systems by providing observations, feedback and recommendations for possible future enhancements to the voice bots for these systems. Specifically, the IRS requested testing the voice bots for clarity, accuracy, relevance and completeness.

Toll-Free Phone Line

Year: 2024


Status: Elevated

RECOMMENDATION 01158-001

RECOMMENDATION TEXT:

For the WMR Bot: Enhance the system’s ability to accept a verbal description of the return amount. Although the bot offered that the customer could input the return amount verbally, some testers found that it was not able to accept the return amount description verbally from the caller; that it required digital entry. As the return amount is a critical factor in this process, it is paramount that the bot is able to complete the input from the taxpayer verbally.

IRS Action: Recommended

RECOMMENDATION 01158-002

RECOMMENDATION TEXT:

For both WMR and WMAR Bots: Program the bots to offer to transfer the taxpayer to a live assistor if the taxpayer is unable to be authenticated or taxpayer responds, “I don’t know.” To improve customer service and enhance the taxpayers’ satisfaction with this service, the bot needs the ability to transfer the caller to a live assistor in these cases. This will avoid forcing the taxpayer to disconnect with the bot and begin the process over with another avenue. Several testers described the ending as “abrupt” if unable to authenticate the caller.

IRS Action: Recommended

RECOMMENDATION 01158-003

RECOMMENDATION TEXT:

For both WMR and WMAR Bots: When instructing customers to call back during office hours, provide the details on when the office is open. To improve customer service, when the bots instruct taxpayers to call back when the office is open, it is important to provide them with the details of the office hours.

IRS Action: Recommended

RECOMMENDATION 01158-004

RECOMMENDATION TEXT:

For the WMAR Bot: Enhance the system’s ability to accept a verbal description of the taxpayers’ zip code. Although the bot offered that the customer could input the zip code verbally, some testers found that it was not able to accept the description verbally from the caller; that it required digital entry. As the zip code is a factor in this process, it is paramount that the bot is able to complete the input from the taxpayer verbally.

IRS Action: Recommended

RECOMMENDATION 01158-005

RECOMMENDATION TEXT:

For the WMAR Bot: Consider slowing down the speed of the Voice Bot. Although many of the testers felt the speed of the voice bot was appropriate, some felt it was a bit too fast.

IRS Action: Recommended