CanadaPublic sector2025 – ongoingCanada Revenue Agency
Public generative AI tax-information chatbot
CRA's public chatbot answered over 1 million questions in a quarter
Problem
Taxpayers needed help finding information about CRA programs and services.
Approach
CRA launched its generative AI chatbot beta in March 2025, using Canada.ca content to answer general questions. It subsequently refined prompts and source information using feedback and testing. A May 2026 update addressed answer quality and consistency.
Results
Takeaway
The reported question volume measured use; it did not establish answer accuracy.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Product and service innovation
- AI technology
- Generative AIConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
CRA reported quarterly chatbot volume. It recorded 680,000 sessions.
CRA described the March 2025 launch and subsequent improvements to its public assistant. It outlined consultation on answer quality and future capabilities.
Full details are in the original sources.
