The Canada Revenue Agency is implementing artificial intelligence and enhanced training to enhance the accuracy of responses provided by call centre agents to taxpayers. Melanie Serjak, an assistant commissioner at the CRA, informed MPs that the agency is focused on introducing more standardized training and automation to ensure agents offer precise advice.

According to Auditor General Karen Hogan’s report, only 17% of individual tax questions were answered accurately by CRA call centre staff after a four-month evaluation. Hogan highlighted the agency’s emphasis on employee schedules over the accuracy and completeness of information provided to callers.

Serjak explained that agents undergo extensive training, ranging from in-class sessions lasting two to 13 weeks to live phone training with senior agents. The CRA is also planning to introduce automation for quality review processes to enhance efficiency.

The agency has utilized a virtual chatbot named Charlie to provide automated responses to frequently asked questions. Hogan’s report revealed that Charlie provided accurate responses 33% of the time, surpassing the accuracy rate of agents. The report criticized the CRA for prioritizing schedule adherence over the quality of service provided to callers.

Finance Minister Francois-Philippe Champagne set a 100-day timeline for the CRA to address call centre delays, with the agency already surpassing its target for answering incoming calls. Serjak emphasized that the CRA has been actively working to improve service prior to the deadline.

Deputy auditor general Andrew Hayes stressed the importance of the CRA enhancing accuracy and responsiveness to taxpayer inquiries. Although the initial results of the 100-day plan are positive, concerns remain about service levels during the upcoming tax season.