The Tech of Tax: How AI is Accelerating CRA Service Modernization (Part 3/5)

The CRA is moving beyond simply fixing immediate issues and is adopting a comprehensive modernization strategy focused on technology to future-proof its operations.

• Piloting AI: The agency is actively piloting new ways to leverage existing AI tools for efficiency.

• New Telephony Platform: The CRA is accelerating the deployment of a new telephony platform. This critical infrastructure upgrade is vital for managing the sheer volume and complexity of incoming calls, providing more stable and sophisticated call routing.

• Call-Scheduling System: The CRA is working to deploy a new call-scheduling system, a move previously recommended by the Taxpayers’ Ombudsperson. This system is designed to provide greater fairness and transparency in call management, allowing agents to better manage their time and ensuring calls are handled more predictably.

These modernization efforts are foundational, designed to support the agency's human capital and ensure that future service delivery is both highly efficient and aligned with modern technological standards.

Source: https://www.canada.ca/en/revenue-agency/campaigns/100-day-service-improvement-plan.html