Session 12-A

From Theory to Practice - How to Govern the use of AI at the IRS

As AI provides opportunities to radically improve the parsing and utilization of data to meet taxpayer needs, the IRS is exploring use cases to embed AI in its taxpayer support tools while balancing the security, privacy, transparency, and other needs core to its mandate. One important, transformative use case is the Taxpayer 360 project – a radical redesign of the systems live assistors use to answer queries when taxpayers call or visit a live assistance center. Taxpayer 360 aims to embed AI to rapidly scan taxpayer history and provide instant access to the most relevant contextual information to answer a query, and eventually enable taxpayers to self-service issue resolution through online accounts. During this session, attendees will hear more about how IRS uses and governs the use of AI with an emphasis on Taxpayer 360 to demonstrate the IRS’ journey from theory to practice.

Speakers

Melanie R. Krause

Chief Operating Officer, Department of Treasury, Internal Revenue Service

Maya Bretzius

IRS

reza rashidi

Director, Data Management Division RAAS (Research, Applied Analytics, and Statistics)

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