A high-ranking official at the Canada Revenue Agency has revealed plans to enhance the accuracy of call centre agents’ responses to taxpayers by utilizing artificial intelligence and improved training methods. Melanie Serjak, an assistant commissioner at the CRA, informed members of a standing committee that the agency aims to implement more advanced and standardized training programs and introduce automation to ensure the quality of advice provided by CRA agents.
Serjak emphasized the utilization of artificial intelligence and other technological tools to support agents in delivering precise and comprehensive responses. The CRA is currently collaborating with a vendor to explore these innovative solutions. The move comes after a recent audit by Auditor General Karen Hogan uncovered that only 17% of individual tax inquiries were answered accurately by CRA call centre staff over a four-month period.
Hogan’s report highlighted the need for the CRA to prioritize accuracy and completeness of information over adherence to employee schedules. The report suggested that training and call triaging could significantly enhance the agency’s performance. Serjak explained that agents undergo extensive training, ranging from two to 13 weeks in a classroom setting, followed by practical training alongside experienced agents.
Furthermore, the CRA has employed a virtual chatbot named Charlie to provide automated responses to frequently asked questions. Hogan’s report indicated that Charlie provided accurate responses 33% of the time, surpassing the accuracy rate of human agents. The report underscored the importance of improving service quality for callers seeking assistance.
Finance Minister Francois-Philippe Champagne set a 100-day deadline for the CRA to address call centre delays, with the agency surpassing its target for answering incoming calls ahead of schedule. Serjak reassured that efforts to enhance service quality were underway before the deadline was established, emphasizing the agency’s commitment to prioritizing service improvements.
Deputy Auditor General Andrew Hayes stressed the importance of the CRA improving its accuracy and response times to meet taxpayers’ expectations. While acknowledging the positive progress made under the 100-day plan, Hayes expressed concerns about service levels during the upcoming busy tax season.