The IRS Office of Online Services is being recognized in Category 3: Using Innovation, Data, and Breaking Down Organizational Barriers for its development of the VITA/TCE Generative AI Chatbot—an innovative tool that empowers volunteers to deliver faster, more accurate tax assistance to underserved communities.

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Launched as a proof of concept, this AI-powered chatbot streamlines access to IRS resources by delivering real-time, verified answers to tax questions. Instead of sifting through lengthy publications, volunteers can save an estimated 30% in search time while increasing accuracy, achieving a 99.5% success rate in pilot testing.

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The chatbot has already improved service delivery for low-income, elderly, and limited English proficiency taxpayers, while easing call center volume and freeing IRS staff to focus on more complex issues. Its inclusion in the Treasury’s AI Use Case Inventory underscores its potential as a model for responsible, secure, and equitable AI adoption across government.