The Canada Revenue Agency is aiming to enhance the accuracy of information provided to taxpayers through the utilization of artificial intelligence and enhanced training for call centre agents. Melanie Serjak, an assistant commissioner at the CRA, informed members of a standing committee that the agency is working on implementing more advanced and standardized training methods and introducing automation to ensure the advice given by CRA agents is precise.
A recent assessment conducted by the office of Auditor General Karen Hogan revealed that only 17% of individual tax queries were accurately addressed by CRA call centre staff after making calls to the agency’s contact centres over a four-month period. The report emphasized the need for the CRA to focus more on the quality and completeness of information provided to callers rather than solely adhering to employee schedules.
Hogan highlighted several areas for improvement within the CRA, including enhanced training procedures and call prioritization. Serjak mentioned that agents undergo extensive training, ranging from two to 13 weeks in a classroom setting followed by live phone training alongside experienced agents. Additionally, the CRA plans to introduce automation to streamline the quality review process and enhance efficiency for quality evaluators.
The CRA has already implemented a virtual chatbot named Charlie to address frequently asked questions with automated responses. According to Hogan’s report, the chatbot outperformed human agents in providing accurate responses, achieving a 33% accuracy rate compared to agents. The report criticized the CRA for placing minimal emphasis on accuracy in agents’ performance evaluations and prioritizing factors like schedule adherence over service quality.
Finance Minister Francois-Philippe Champagne set a 100-day deadline for the CRA to address call centre delays, which the agency has already surpassed in terms of answering incoming calls. Serjak affirmed that the CRA has been actively working to enhance its services even before the deadline was established. Deputy Auditor General Andrew Hayes emphasized the importance of the CRA improving accuracy and timeliness in responding to taxpayer queries. While the initial results of the 100-day plan are positive, concerns remain about service levels during peak tax seasons.
