IRS Plans to Use AI for Enhanced Workforce Training by 2027
The Internal Revenue Service (IRS) is planning to implement artificial intelligence (AI) to accelerate the training of new hires and temporarily reassigned employees. According to Ken Corbin, the IRS Taxpayer Services Chief, the agency aims to create a more efficient and better-trained workforce by 2027. Currently, the IRS spends approximately 14 weeks training new customer service representatives. However, Corbin noted that the training materials have not been updated to match the digital familiarity of the incoming workforce. The integration of AI is expected to simplify and shorten the training process, improving the overall experience. This initiative is still in the proof of concept stage and has not yet been implemented. The IRS has also reassigned about 1,500 IT and human resources employees to work in Taxpayer Services, extending their details for another 120 days. The agency has introduced a new workforce management tool to reduce wait times for taxpayer assistance over the phone. 
