November 13, 1990
IRS Publication Describes New System Used
to Answer Taxpayers Questions
WASHINGTON - A new computerized system to improve the accuracy of IRS
responses to taxpayer's technical tax questions is described in the
1990 edition of the Internal Revenue Service publication, Trend
Analyses and Related Statistics.
The new system uses artificial intelligence technology to
incorporate expert knowledge on hundreds of different tax topics.
When a taxpayer calls IRS, the system prompts the assistor with a
series of questions. Based on the taxpayer's response to these
questions, the system generates and justifies its answer.
A comprehensive test of the system at the IRS toll-free call
site in Boston resulted in substantial improvement of the accuracy
and completeness of IRS answers to taxpayers' questions. The test
will be expanded to the Philadelphia call site during the 1991
Other articles covered in publication 1500 (formerly document
6011) are: public perceptions of the Tax Reform Act of 1986, the
effect of taxpayer assistance on compliance, the impact of the Tax
Reform Act of 1986 on the filing of individual tax returns and the
impact of requiring SSNs for dependents on the number of dependents
claimed on tax returns.
The publication also includes: abstracts of recent IRS studies
in tax administration; highlights of current economic, demographic
and technological trends; and statistics on employment, income,
population, and tax return filings (both actual and projected) for
the United States and for IRS regions, districts and service
Trend Analysis and Related Statistics, Publication 1500, can be
purchased for $9.00 and by writing to the Superintendent of
Documents, U.S. Government Printing Office, Washington, DC, 20402.
Please include stock number 048-004-022 97-4 with your order.
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