Ottawa – The Canada Revenue Agency (CRA) is exploring the use of artificial intelligence tools and enhanced staff training to ensure taxpayers receive more accurate information when contacting its call centres.
Melanie Serjak, Assistant Commissioner at the CRA, told Members of Parliament on Tuesday that the agency plans to roll out a more “senior and standardized” training program for call centre employees. She said the CRA is also looking to integrate automation and AI-based systems to help agents provide consistent and reliable advice to the public.
The announcement follows a critical report from Auditor General Karen Hogan, who found that CRA call centre agents answered only 17 per cent of individual tax-related questions accurately during a four-month review. Hogan’s report suggested that the agency prioritized employee scheduling over the quality of information provided to Canadians.
The CRA currently operates a virtual chatbot named Charlie, which delivers automated responses to common taxpayer questions. Interestingly, Hogan’s findings revealed that Charlie’s responses were often more accurate than those given by human agents.
In response, CRA officials said the agency is taking the findings seriously and aims to balance efficiency with accuracy, ensuring that Canadians receive trustworthy information whether they speak with an agent or interact with digital tools.
