US EditionTax agency looking at AI, training to help call centre staff provide accurate answers
The Canada Revenue Agency plans to implement advanced training and automation after audit showed call centre staff correctly answered only 17% of tax questions.
- On Oct. 28, 2025, Auditor General Karen Hogan's office reported CRA call centre staff answered just 17% of individual tax questions accurately.
- Hogan said the CRA seems more focused on employees' schedules for shifts and breaks than accuracy, and the audit found CRA call centres are slow to answer and often provide wrong responses this year.
- The CRA runs a virtual chatbot, and Hogan's report found taxpayers are more likely to get an accurate response from it than from an agent.
- At a standing committee, the CRA said it will roll out `senior and standardized` training and introduce `automation` to improve accuracy, Melanie Serjak told MPs today.
- Reported Oct. 28, 2025, the Auditor General's report keeps pressure on the CRA as the agency answered MPs on a standing committee today.
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Tax agency looking at AI, training to help call centre staff provide accurate answers
OTTAWA — A senior official working at the Canada Revenue Agency says the agency is looking to artificial intelligence and better training to help call centre agents provide more accurate answers to taxpayers.
A Deputy Commissioner at the Canada Revenue Agency (CRA) says the agency is focusing on artificial intelligence and better training to help call centre officers provide more accurate responses to taxpayers
CRA agents answered just 17% of tax questions correctly – now the agency is turning to AI
The Canada Revenue Agency (CRA) is turning to artificial intelligence and enhanced training to address widespread issues with the accuracy of responses provided by its call centre agents. Assistant Commissioner Melanie Serjak told MPs this week that the CRA plans to roll out a “senior and standardized” training model and integrate AI-based tools to help agents deliver more reliable tax information to Canadians. The move follows a scathing Audito…
OTTAWA—A Deputy Commissioner at the Canada Revenue Agency (CRA) stated that the agency is focusing on artificial intelligence and better training to help call centre officers provide more accurate responses to taxpayers. On Tuesday, Melanie Serjak told members of a standing committee that the CRA is considering introducing more "advanced and standardized" training and introducing automation processes to improve the accuracy of advice provided by…
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