A constant hum fills the air at California’s tax agency this time of year — phones ring and keyboards clack as hundreds of thousands of Californians and businesses seek tax guidance.
Call volume quadruples to up to 10,000 a day; average wait times soar from four minutes to 20. “Right from the get-go when the bell rings at 7:30 you (already) have a wait,” said call center chief Thor Dunn, adding that workers with other jobs are trained to hop on the phones during peak periods. “All hands on deck.”
So later this year — for next tax season — California’s 3,696-person Department of Tax and Fee Administration plans to use generative artificial intelligence to advise its approximately 375 call center agents on state tax code. The AI will then inform what they pass on to California business owners asking for tax guidance.
Trained with massive datasets often scraped from the web without consent from authors, generative artificial intelligence models can generate content like text, imagery, and audio. A large language model such as OpenAI’s ChatGPT, which ignited interest in generative AI following its release in fall 2022, essentially predicts the next word in a sequence of input text then outputs or generates text that reflects the training data.
What form would that take for you, the person calling in to the tax center? The tax department told CalMatters this technology will not be used without a call center employee there to review the answer, but a slide in its call for proposals seeking a vendor says any AI solution must “be able to provide responses to incoming voice calls, live chats, and other communications.”
That request for…
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