One of the ways the IRS is addressing complaints about phone call wait times is with voice bots. The agency has been using voice-activated software to help taxpayers navigate service menus and get answers to relatively simple questions since January 2022. Now, it’s expanding bot use to help callers set up and modify payment plans. And, by the end of this year, the IRS expects bots will be able to help callers with account and return transcripts, payment history information and current balance owed. To request these services without speaking to a live person, you’ll need a personal identification number: 


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