RECOMMENDATION 01192-001
RECOMMENDATION TEXT:
Implement secure, authenticated chatbot functionality using IRS login credentials to allow for personalized taxpayer assistance. These enhancements align directly with the IRS goal to improve digital self-service. The current chatbot is unauthenticated and fragmented across service areas. Introducing secure access, expanding functionality, and enhancing usability will reduce phone traffic, boost digital engagement, and improve user satisfaction—especially for tax professionals dealing with TCC, IRIS, or e-file issues.
IRS Action: Adopted
Response explanation: The IRS is working to enhance its chatbots by integrating ID.me authentication, enabling taxpayers to securely verify their identity. This will allow the chatbots to access relevant taxpayer specific information and perform selected updates. An implementation date has not yet been announced
RECOMMENDATION 01192-002
RECOMMENDATION TEXT:
Introduce seamless escalation from chatbot to live agents when user frustration or repeated questions are detected. These improvements align with the IRS goal to strengthen digital self-service. A secure, more functional chatbot will ease phone demand and enhance the user experience – especially for tax professionals using TCC, IRIS, or e-file.
IRS Action: Not adopted
The EPSS chatbot only offers guided help where the users make selections based on pre-populated topics. Users do not have an opportunity to type in questions for this chatbot. As a result, we cannot detect frustration or
RECOMMENDATION 01192-003
RECOMMENDATION TEXT:
Add support for additional languages beyond English and Spanish. These upgrades support the IRS objective to enhance digital self-service. A secure, streamlined chatbot will lower call volume and improve the experience for users, particularly tax professionals working with TCC, IRIS, or e-file.
IRS Action: Not adopted
Response explanation: Additional languages were considered during development. However, with the implementation of Executive Order 14224, Designating English as the Official Language of the United States of America, the future of expansion to other languages is unknown at this time.
RECOMMENDATION 01192-004
RECOMMENDATION TEXT:
Unify all chatbot/live chat efforts under a centralized AI platform to streamline experience and learning. These upgrades support the IRS goal of advancing digital self-service. A secure, streamlined chatbot will lower call volume and improve the experience for tax professionals working with TCC, IRIS, or e-file.
IRS Action: Adopted
Response explanation: The IRS has procured a single chatbot platform that can host all IRS chatbot needs and will ensure that future acquisitions regarding chatbot technology will continue to enable this centralization for all customers. Specific live chat capabilities also currently exist in the same platform and any future live chat capability will be supported in line with any taxpayer 360 efforts
RECOMMENDATION 01192-005
RECOMMENDATION TEXT:
Incorporate session memory to allow context-aware conversations and reduce repetitive answers. These updates help advance the IRS’s commitment to improving digital self-service. A more secure and integrated chatbot will reduce reliance on phone support and deliver a better experience for users, especially tax professionals using TCC, IRIS, or e-file.
IRS Action: Adopted
Response explanation: The current IRS implementation of chatbots does not leverage session context, however future taxpayer 360 efforts and associated technologies will be leveraged to ensure session context.
RECOMMENDATION 01192-006
RECOMMENDATION TEXT:
Integrate visual aids and links into chatbot conversations for clarity on complex topics. A secure, unified chatbot aligns with IRS goals to improve self-service, cut phone volume, and support tax professionals dealing with TCC, IRIS, and e-file.
IRS Action: Adopted
Response explanation: The EPSS chatbot links to general information via IRS.gov that contains the most recent visual aids for the specific topic. RESOLVED PRIOR TO ELEVATION
RECOMMENDATION 01192-007
RECOMMENDATION TEXT:
Centralize digital access so that chatbot/live chat is consistent across IRS forms and program pages Enhancing the chatbot with secure access and broader functionality furthers the IRS’s digital service goals by decreasing phone traffic and improving usability for key stakeholders, particularly tax professionals interacting with TCC, IRIS, and e-file systems.
IRS Action: Adopted
Response explanation: The IRS is developing an authenticated feature for the Automated Under Reported (AUR) application to centralize IRS forms. An implementation date has not yet been announced.
RECOMMENDATION 01192-008
RECOMMENDATION TEXT:
Prompt users at the end of sessions for satisfaction feedback and suggestions for improvement. Upgrading the chatbot to be secure nd more user-friendly helps the IRS cut down on calls and makes things easier – especially for tax professionals with TCC, IRIS, or e-file issues.
IRS Action: Adopted
Response explanation: The IRS is using the out of the box survey for the EPSS chatbot. At the end of the session users are asked to indicate whether the information provided was helpful or RESOLVED PRIOR TO ELEVATION