IRS sees AI as key to accelerate workforce training
IRS sees AI as key to accelerate workforce training
Publish Date: 2026-05-04 18:28:00
Source Domain: federalnewsnetwork.com
- 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- Current training for new customer service representatives spans approximately 14 weeks, but it is outdated and not tailored to the current workforce’s digital skills.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.
