Cross References
• IR-2023-178

The Internal Revenue Service has announced the availability of expanded chatbot tech-

nology to help quickly answer basic questions for people receiving notices about possibly
underreporting their taxes.


The new chatbot feature will assist taxpayers who receive notices CP2000, CP2501, and
CP3219A. These mailings inform taxpayers if the tax information the IRS received from
third parties doesn’t match the information they provided themselves to the IRS.
This technology expansion is supported through the Inflation Reduction Act funding to
transform the IRS and improve services to help taxpayers.

“Through our transformation efforts, we are working to expand technologies to help tax-
payers and tax professionals interact with us in the ways they prefer, including expanded
digital, phone and in-person assistance options,” said IRS Commissioner Danny Werfel.
“We understand receiving a notice from the IRS can be concerning, and people frequently
have questions. The use of chatbots in call centers has emerged as an effective practice in
both the private and public sectors, making it easier for people to quickly get basic infor-
mation to resolve their issues and avoid wait times on the phone. Deploying chatbots at
the IRS call center helps taxpayers get their issues resolved quicker, and it helps free up
valuable phone resources for other taxpayers with questions on more complex issues.”

Rollout of this chatbot builds on prior IRS successes using the technology to help im-
prove taxpayer service. Since January 2022, IRS voice and chatbots, both in English and
Spanish, helped more than 13 million taxpayers avoid wait times by resolving their tax
issues, including setting up roughly $151 million in payment agreements.
The chatbot simulates human interaction with taxpayers through a web or mobile app
on a computer or mobile screen by responding to questions or requests in a chat feature.
Also, at the end of the conversation, taxpayers can press the “representative” button to
speak to a live assistor.

The new IRS chatbot is available to help taxpayers with questions such as:
• What to do if they received a notice.
• What to do if they need more time to respond to a notice.
• How to find out if the IRS received their response.

The IRS plans to continue additional bot technology features in the future to assist tax-
payers with more complex issues.

Newscalities currently included is available on the disaster relief page of the IRS.gov website.