Story perspectives

CRA Boosts Call Centers with AI Amid Service Critique

10/30/2025

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Summary

Story summary

The Canada Revenue Agency (CRA) will enhance call centres with artificial intelligence (AI) and standardized training.
An Auditor General report found CRA agents answered 17% correctly, while a chatbot reached 33%.
The report criticized prioritizing schedule adherence over service quality.
Assistant Commissioner Melanie Serjak of the Canada Revenue Agency announced automation to improve accuracy.
Finance Minister Francois-Philippe Champagne set a 100-day deadline to address issues, by December 11.

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Story summary

The Canada Revenue Agency (CRA) will enhance call centres with artificial intelligence (AI) and standardized training.
An Auditor General report found CRA agents answered 17% correctly, while a chatbot reached 33%.
The report criticized prioritizing schedule adherence over service quality.
Assistant Commissioner Melanie Serjak of the Canada Revenue Agency announced automation to improve accuracy.
Finance Minister Francois-Philippe Champagne set a 100-day deadline to address issues, by December 11.