The Canada Revenue Agency (CRA) is developing a public-facing generative AI chatbot to assist Canadians with general inquiries about tax and revenue services. This chatbot, currently in development, leverages advanced artificial intelligence technology (ChatGPT) to provide an additional service channel that complements traditional contact centers and alleviates service pressure. The system is designed to allow citizens to start and complete their service journey in the digital space using a tiered approach.
This AI system uses text and speech analysis capabilities to understand citizen questions and generate helpful responses based on unclassified information from CRA's public website (canada.ca). The chatbot does not process personal information and is intended for general public use. The system is being developed in partnership with vendors including Microsoft and Amazon, and the CRA has notified the public of this AI implementation as part of its transparency commitments.
