| 1 |
No |
$0 |
$0 |
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The Director, SB/SE Division, Collection Inventory Delivery and Selection, should develop a process to validate the accuracy and completeness of the ACS chat applications’ data.
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| 2 |
No |
$0 |
$0 |
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The Director, SB/SE Division, Collection Inventory Delivery and Selection, should establish standards to assess the effectiveness and efficiency of the ACS chat applications using quantitative performance measures and indicators.
|
| 3 |
No |
$0 |
$0 |
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|
The Director, SB/SE Division, Collection Inventory Delivery and Selection, should correct the programming error related to the calculation of the handle time metric.
|
| 4 |
No |
$0 |
$0 |
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The Director, SB/SE Division, Collection Inventory Delivery and Selection, should implement a control to ensure the resolution code is not blank and is limited to only one entry.
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| 5 |
No |
$0 |
$0 |
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The Director, SB/SE Division, Collection Inventory Delivery and Selection, should implement and assess the results of the ACS live chat survey.
|
| 6 |
No |
$0 |
$0 |
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The Director, SB/SE Division, Collection Inventory Delivery and Selection, should update the automated chatbot survey to allow taxpayers to provide written feedback at the completion of the session.
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| 7 |
No |
$0 |
$0 |
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|
The Director, SB/SE Division, Collection Inventory Delivery and Selection, should implement evaluative reviews for employees working ACS live chats to ensure that live assistor performance is meeting customer service standards.
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| 8 |
No |
$0 |
$0 |
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The Director, SB/SE Division, Collection Inventory Delivery and Selection, should establish policies and procedures for managing the ACS live chat application, including the expectations and duties of ACS managers.
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| 9 |
No |
$0 |
$0 |
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In June 2025, we notified the Director, SB/SE Division, Collection Inventory Delivery and Selection, of our concerns that the ACS function’s automated chatbot is not providing taxpayers with adequate customer service in certain situations. Specifically, our concerns were that taxpayers are not having their inquiries and issues adequately addressed through the chatbot’s self-help options due to technical problems. We recommended that the IRS update the broken links and insufficient responses within the ACS automated chatbot and its word bank to recognize keywords and questions. We also recommended that the IRS implement the ability to enter keywords or questions for the Spanish language version, allowing for consistency in both versions of the chatbot.
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