The Internal Revenue Service expanded IRS chat support for the 2025 filing season, adding AI features that answer common tax-related questions on IRS.gov. The agency says the online tools are free and secure and designed to reduce phone wait times and improve IRS customer service as part of ongoing IRS modernization efforts across technologies and operations.
Taxpayers can locate the chat option on select IRS.gov pages. A locked padlock icon indicates a secure connection before people contact the agency or share sensitive information. Each participating page includes a “page last reviewed or updated” note so readers know when guidance was refreshed and links to related resources and tools.
The IRS chatbot offers two modes: a guided menu with an option to choose common topics and an open text box for any question type. If a case requires account access, the system routes the person to an application, a customer service representative, or a scheduled appointment. Callers can still speak with a representative by phone on toll-free lines.
Usage increased sharply in recent years, with the agency reporting hundreds of thousands of sessions and continued growth in 2024. Officials say the results generally show faster answers for routine issues and a measurable decrease in call volume. The department plans additional updates in 2025 to provide help on more questions and expand the information available online.
The IRS, a bureau within the Treasury Department, is upgrading its core systems with Inflation Reduction Act funding. The program supports secure online tools, staffing, and training for employees who handle complex issues that AI cannot resolve. The agency also works with partners, including community groups and financial institutions that direct customers to official IRS resources.
The first AI features arrived in March 2022 to handle payments and basic notices. Refund updates followed in 2024, and the 2025 filing season brought broader coverage for common tax questions across multiple pages. Voice support was added on toll-free lines so callers could get automated answers before speaking with someone.
Officials emphasize cybersecurity standards across all additions and updates. The IRS advises users not to share sensitive information in chat and to verify they are on IRS.gov by checking the locked padlock icon. Pages are reviewed regularly, with “page last reviewed” notes signaling when guidance was updated to ensure accuracy.
IRS leaders say the tools provide quicker help while keeping representatives available for complicated cases. The agency notes that AI assistants give an initial answer and escalate when needed. Officials frame the expansion as one step in a multi-year plan to improve how people find information and contact support.
Government watchdogs say AI could improve efficiency if safeguards remain strong. They point to the need to ensure privacy and accuracy as capabilities increase. Outside partners, including advocacy groups and some financial institutions, encourage clear instructions so taxpayers can find the right option and get results without confusion.
Advocates stress that some taxpayers will still want to speak to a customer service representative by phone or in person. They urge continued investment in free appointments and multilingual support. Groups also ask the agency to keep online tools simple so people can quickly choose the right type of assistance.
Go to IRS.gov and look for the chat icon on participating pages. Enter your question or select an option that matches your issue—refund status, payment plan, notice explanation, or other tax return concerns. If the tool cannot provide the information you need, it will guide you to the correct application or to contact a representative.
If you prefer the phone, dial the toll-free line. The voice system can handle common questions first and then transfer you to a person for complex issues. This approach helps ensure shorter waits by moving straightforward questions to automated channels and reserving agents for more challenging cases.
The IRS plans to authenticate features so verified users can access account-specific information online. In addition, the agency expects to expand the number of pages offering chat and to refine answers based on common questions. Future updates aim to provide more detail by case type while keeping the experience free, secure, and easy to use.
Taxpayers should consult the IRS directly for the most accurate details on current services. The IRS Newsroom contains official announcements, filing season reports, and service changes. Each article includes a "page last reviewed or updated" stamp and links to related resources.
Independent oversight reports provide a broader perspective on how IRS modernization is progressing. Read evaluations of IRS technology upgrades and customer service improvements from the Government Accountability Office, including reviews of results and risk management practices.
By William Mc Lee, Editor-in-Chief & Tax Expert—Get Tax Relief Now
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