The Canada Revenue Agency (CRA) is implementing artificial intelligence and enhanced training programs to enhance the accuracy of information provided by call centre agents to taxpayers. Melanie Serjak, an assistant commissioner at the CRA, informed members of a standing committee that the agency is focusing on upgrading training standards and introducing automation to ensure agents offer precise advice to the public.
Serjak mentioned that the CRA is exploring the use of artificial intelligence and technological tools to support agents in delivering complete and accurate responses. The agency is collaborating with a vendor to implement these improvements.
An audit conducted by Auditor General Karen Hogan revealed that only 17% of individual tax questions were answered correctly by CRA call centre staff during a four-month period. Hogan criticized the agency for prioritizing employee schedules over the accuracy and completeness of the information provided to callers.
Hogan suggested that the CRA could enhance its performance through improved training and call triaging. Serjak explained that agents undergo extensive training before handling calls, including in-classroom training lasting from two to 13 weeks followed by live training alongside experienced agents.
The CRA has introduced a virtual chatbot named Charlie to offer automated responses to frequently asked questions. Hogan’s report highlighted that Charlie provided accurate responses 33% of the time, outperforming human agents in accuracy.
Finance Minister Francois-Philippe Champagne set a 100-day timeline for the CRA to address call centre delays, with the agency surpassing its target for answering incoming calls. Deputy Auditor General Andrew Hayes emphasized the importance of providing fair, timely, and accurate service to taxpayers, stating that the CRA needs to improve response accuracy and timeliness.
While the results of the 100-day plan are positive, Hayes expressed concern about service quality during the upcoming tax season. The CRA is committed to prioritizing service improvements and has been working towards enhancing service standards even before the set deadline.