United StatesPublic sector2024 – ongoingInternal Revenue Service
AI voicebots and chatbots for taxpayer questions
IRS reported nearly 25 million taxpayer bot sessions during the 2025 filing season
Problem
Taxpayers needed answers to questions across different tax topics. The IRS used public-facing conversational tools to provide another way to obtain help.
Approach
The IRS operated AI voicebots and chatbots that answered taxpayer questions. Its June 2025 AI inventory included 11 voicebots and 2 chatbots for these services. The agency reported usage during both the 2024 and 2025 filing seasons.
Results
Takeaway
Session counts measured use of the bots. They did not establish how many taxpayers received correct answers or avoided contacting an employee.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
Source summaries
GAO identified taxpayer-facing voicebots and chatbots in the IRS AI inventory. It relayed IRS-reported session totals for the 2024 and 2025 filing seasons.
Full details are in the original sources.