The Canada Revenue Agency (CRA) is exploring the use of artificial intelligence and enhanced training for call center agents to deliver more precise responses to taxpayers. Melanie Serjak, an assistant commissioner at the CRA, informed members of a standing committee that the agency aims to implement a more advanced and standardized training program and incorporate automation to enhance the accuracy of advice provided by CRA agents.
According to Auditor General Karen Hogan’s office, after conducting calls to the CRA’s contact centers over a four-month period this year, only 17% of individual tax inquiries were answered accurately by call center staff. Hogan’s recent report highlighted that the CRA prioritizes employee schedules over the accuracy and completeness of information provided to callers.
Serjak emphasized the importance of rigorous training for agents, stating that they undergo extensive classroom training ranging from two to 13 weeks, followed by on-the-job training alongside senior agents. Plans are underway to introduce a more senior and standardized level of trainer and implement automation to streamline the quality review process for better efficiency and effectiveness.
The CRA has employed a virtual chatbot named Charlie to offer automated responses to frequently asked questions. Hogan’s report revealed that Charlie provided correct answers 33% of the time, surpassing the accuracy of human agents. The report criticized the CRA for allocating only 9% of agents’ performance evaluations to accuracy and completeness of information provided to callers, with a significant emphasis on schedule adherence and call handling time.
Finance Minister Francois-Philippe Champagne issued a 100-day deadline for the CRA to address call center delays, with the agency already exceeding its target for answering incoming calls. Serjak affirmed that efforts to enhance service were underway before the deadline was set, with the agency prioritizing the 100-day plan to improve service quality.
Deputy Auditor General Andrew Hayes stressed the importance of the CRA improving accuracy and responsiveness to taxpayer inquiries. While noting positive outcomes from the 100-day plan, Hayes expressed concerns about service levels during peak tax season.