The Canada Revenue Agency (CRA) is enhancing call centre services by incorporating artificial intelligence and enhanced training methods to ensure accurate responses to taxpayers. Melanie Serjak, an assistant commissioner at the CRA, informed MPs that the agency is planning to introduce more advanced and uniform training and implement automation to enhance the accuracy of information provided by CRA agents.
Following an evaluation by the Auditor General Karen Hogan’s office, it was revealed that only 17% of individual tax inquiries were accurately answered by CRA call centre staff. The report highlighted that the CRA seemed more focused on staff schedules rather than the accuracy of information provided to callers.
Efforts are underway to improve the training process for call centre agents, with agents undergoing extensive classroom and live training sessions before handling calls. The CRA is also exploring automation for quality review processes to enhance efficiency and effectiveness.
The CRA has already introduced a virtual chatbot named Charlie to address frequently asked questions with automated responses. Hogan’s report indicated that Charlie provided correct responses 33% of the time, surpassing the accuracy of human agents.
Finance Minister Francois-Philippe Champagne set a 100-day deadline for the CRA to address call centre delays, with the agency claiming to have exceeded its call answering targets. The CRA has been proactive in enhancing services even before the imposed deadline.
Deputy Auditor General Andrew Hayes emphasized the importance of accuracy and timely service from the CRA, especially during peak tax seasons. While the results of the 100-day plan are positive, concerns remain about service levels during busy periods.
