IRS sees AI as key to accelerate workforce training

The IRS plans to use artificial intelligence to expedite the training process for new hires and temporarily reassigned employees.
Current training for new customer service representatives spans approximately 14 weeks, but it is outdated and not tailored to the current workforce’s digital skills.
The use of AI is expected to make training more efficient by simplifying the learning process and adapting it to modern digital familiarity.
The training improvements are still in the proof-of-concept phase and are not yet implemented.
In February, the IRS reassigned around 1,500 IT and human resources employees to work in Taxpayer Services, with many of them undergoing training.
The IRS rolled out a new workforce management tool to better allocate resources, especially during phone calls and paper processing, leading to more efficient use of staff.
IRS Chief Executive Officer Frank Bisignano reported a nearly 50% reduction in idle time in call centers due to increased use of AI and automation.
The IRS is revising its service metrics to cover a broader range of customer interaction channels, not just phone calls, aiming for a more holistic approach to service measurement and workforce balancing.