The Canada Revenue Agency (CRA) is enhancing its call centre services by incorporating artificial intelligence and upgraded training methods to ensure more accurate responses to taxpayers. Melanie Serjak, an assistant commissioner at the CRA, informed Members of Parliament that the agency plans to implement a more standardized training program and introduce automation to enhance the accuracy of advice given by CRA agents.
In a recent report by Auditor General Karen Hogan, it was revealed that only 17% of individual tax questions were answered accurately by CRA call centre staff. Hogan criticized the agency for prioritizing employee schedules over providing accurate information to callers.
Serjak mentioned that agents undergo extensive training before interacting with taxpayers, ranging from two to 13 weeks of classroom training followed by live training alongside experienced agents. The CRA is also considering implementing automation in their quality review process to streamline operations.
The CRA has already utilized a virtual chatbot named Charlie to handle frequently asked questions efficiently. Hogan’s report highlighted that the chatbot was more accurate in responses compared to human agents.
Finance Minister Francois-Philippe Champagne set a 100-day timeline for the CRA to address call centre delays, with the agency having already surpassed its target for handling incoming calls. Serjak reassured that the CRA has been actively working to enhance its services even before the deadline was established.
Deputy Auditor General Andrew Hayes emphasized the importance of providing timely and accurate services to taxpayers, stating that the CRA must improve its accuracy and responsiveness. While the results of the 100-day plan show progress, concerns remain regarding service levels during peak tax seasons.
