The Canada Revenue Agency says it’s hiring more staff at its call centres and expanding its use of artificial intelligence as part of a 100-day plan to improve its services.
Earlier this month, Finance Minister François-Philippe Champagne set a 100-day timeline for the CRA to fix call centre delays.
The CRA says it’s taking “immediate and decisive” actions to improve services by Dec. 11, including increasing the number of staff working in its call centres.
The agency says it’s answering millions of calls but demand across the country exceeds its capacity.
The CRA says it’s also extending the hours its online chat service is available and increasing the number of questions that its artificial intelligence chatbot can answer….