The Internal Revenue Service has launched expanded IRS chat support and new online tools to ease the strain on phone lines during the busy filing season. Taxpayers preparing their tax return can now access real-time assistance through live chat, voice bots, and self-service platforms designed to provide quicker answers to common questions without long hold times.
The new system allows taxpayers to connect with the IRS in real time, a shift aimed at reducing long wait times on crowded phone lines. Through IRS chat support, individuals can now submit basic tax-related questions about payments, notices, or filing requirements without speaking to a representative immediately. The chat function operates Monday through Friday from 9 a.m. to 3:30 p.m. Eastern time and is available in both English and Spanish.
Alongside live chat, the IRS has rolled out voicebots and chatbots that answer common concerns automatically. These bots can explain how to make one-time payments, clarify collection notices, and guide a person through routine procedures. While the bots are currently unauthenticated and cannot access secure account data, they still handle a wide range of basic inquiries that once required a phone call.
In addition to chat and bot services, the IRS has improved its set of online tools. The Interactive Tax Assistant remains a central feature, offering personalized responses to a wide range of tax-related questions. IRS Direct File also provides a way for eligible taxpayers with simple returns to file online, supported by live chat staff.
Navigation on IRS.gov has also been updated for clarity. Secure features are marked with a locked padlock icon, signaling when a taxpayer is entering a protected environment. Each page on IRS.gov includes a “page last reviewed or updated” notice, ensuring users can verify how current the information is.
The agency emphasizes that many of these services are free resources available to anyone filing a tax return. Taxpayers can contact the IRS by phone if necessary, but these new options aim to make it easier to locate the right form of support quickly and reduce the time it takes to find reliable answers.
The Government Accountability Office reported in March 2024 that the IRS improved its customer service compared with the previous year, answering more calls and providing greater in-person support. The filing season review highlighted that the agency processed nearly 174 million individual and business returns, reflecting both efficiency gains and the growing demand for digital solutions. These findings strengthen the case for expanding access to automated and live chat services.
To ensure accuracy, the IRS highlights when pages were last reviewed or updated, giving taxpayers confidence that the information they see is current. Many service pages include a “page last reviewed” note at the bottom. Taxpayers are encouraged to regularly visit IRS.gov for the most recent guidance, whether they need help checking refund status, learning about payment plans, or exploring other online features.
The agency notes that these enhancements are part of a broader modernization plan designed to make it easier for taxpayers to find reliable support without relying solely on crowded phone lines.
IRS Commissioner Chuck Rettig said the new system reflects the agency’s push to cut hold times during the busiest months of the year. “Our phone lines continue to see unprecedented demand, and these bots can help some people avoid long delays for something that could be resolved on the spot,” he noted. Darren Guillot, Commissioner of Small Business and Self-Employed Collection, added that voice bots are designed to interact in “easy-to-follow ways,” so taxpayers can get clear answers without waiting to speak with a live representative.
Many tax professionals say the expansion of digital support is a positive step. Routine questions—such as how to read a notice or confirm a payment—can be resolved more quickly through the bots and live chat, leaving IRS agents available for complex cases. Experts also point out that giving taxpayers multiple communication channels builds trust and provides more efficient outcomes during filing season. For preparers who handle dozens of clients each week, these tools free up time to focus on resolving detailed issues rather than chasing basic clarifications.
While digital tools are expanding, the IRS emphasizes that traditional methods remain available. Taxpayers can still contact the agency by phone or schedule an appointment at a local office when they need to speak with a representative in person. These channels remain essential for issues beyond routine inquiries and requiring case-specific resolution.
The IRS is preparing to add authenticated services to its digital platforms. Upcoming enhancements will allow taxpayers to verify their identity and securely access account status details tied to their Social Security number. Planned features include establishing payment plans, retrieving transcripts, and reviewing payoff balances. These additions are designed to expand self-service capacity while keeping sensitive data protected.
The IRS urges taxpayers to rely on official channels when seeking answers to tax-related questions. Many free resources are available on the IRS Help and Resources page, including self-service online tools that guide users through common filing issues. Taxpayers can also visit the IRS website, where each page is marked with a “page last reviewed or updated” note to confirm the accuracy of posted information.
The IRS Newsroom provides official announcements on new services and policy changes for those needing additional support. At the same time, the Government Accountability Office’s tax filing reports offer independent oversight of the agency’s operations. Individuals can also use IRS.gov to locate local offices, schedule an appointment, or contact representatives directly. By checking these official sources first, taxpayers can be confident they are accessing reliable guidance designed to simplify the tax return process.
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