Transforming the IRS user experience with AI [Video]

Many people find their yearly taxes to be an onerous task but with the aid of artificial intelligence and increased funding, the Internal Revenue Service is looking to improve the IRS user experience for its taxpayers.

The IRS has long valued data science and analytics as an integral part of its operations, according to Melanie Krause (pictured), chief operating officer of the IRS.

“We are responsible for a lot of information,” she said. “We received, in fiscal year ’23, over 270 million tax returns that we processed. We had more than 60 million taxpayers either call us for help or come into one of our taxpayer assistance centers. The volume of information that we were working with requires use of analytics, key use of data to drive decisions, because with that much work, one can’t be successful without a strong technology, strong analytics focus.”

Krause spoke with theCUBE’s Dave Vellante and Paul Gillin at the CDOIQ Symposium, during an exclusive …