A senior official working at the Canada Revenue Agency says the agency is looking to artificial intelligence and better training to help call centre agents provide more accurate answers to taxpayers.
Melanie Serjak, an assistant commissioner at the CRA, told MPs on a standing committee Tuesday the agency is looking to roll out a more "senior and standardized" level of training and to introduce "automation" to improve the accuracy of CRA agents' advice to the public.
"We are looking at the artificial intelligence and other technology tools that will assist the agents in providing complete and accurate responses," Serjak said.
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