Canada Revenue Agency Enhances Call Centre Accuracy with AI and Training

Ottawa is seeing a significant shift in the approach of the Canada Revenue Agency (CRA) as it seeks to improve the accuracy of information provided by its call centre agents. A senior official from the agency, Melanie Serjak, who serves as an assistant commissioner, informed members of Parliament that the CRA is exploring the integration of artificial intelligence and enhanced training protocols.

The initiative aims to establish a more standardized level of training for call centre staff while implementing automation to bolster the accuracy of responses given to taxpayers. This move comes in light of findings from the Office of the Auditor General, led by Karen Hogan, which revealed concerning statistics regarding the performance of CRA call centre agents.

Audit Findings Highlight Need for Improvement

In a report released last week, Hogan’s office conducted an audit over a period of four months, during which it made calls to CRA contact centres. The results were alarming—agents answered only 17 percent of individual tax questions accurately. Hogan noted that the CRA appears to prioritize maintaining employee schedules for shifts and breaks over ensuring the accuracy and completeness of the information provided to callers.

The report raises questions about the agency’s focus on operational efficiency at the potential expense of service quality. Taxpayers are now looking for reliable and precise information, which has not been consistently delivered by the current call centre system.

AI Integration and Chatbot Efficiency

In a bid to address these challenges, the CRA has already introduced a virtual chatbot named Charlie to assist in answering frequently asked questions. The findings from Hogan’s report suggest that taxpayers are statistically more likely to receive accurate responses from Charlie compared to human agents. This highlights the potential benefits of automation and AI in enhancing service delivery.

The CRA’s initiative to incorporate AI and improve training for its personnel reflects a growing recognition of the importance of reliable information in taxpayer interactions. As the agency moves forward with these plans, it aims to rebuild trust and ensure that all Canadians receive the accurate tax guidance they need.

This report was initially published on October 28, 2025, by The Canadian Press. As the CRA continues to adapt, the focus will be on creating a more effective and knowledgeable workforce, ensuring that taxpayer inquiries are met with the accuracy they deserve.