Posted 2/11/2024, 5:00:00 PM
California Tax Agency to Pilot AI for Call Center Advice
- California's tax agency plans to use AI to advise call center agents on answering tax questions, with the goal of shorter calls, wait times, and abandoned calls
- It's one of 5 "proof of concept" AI projects launched by the state exploring uses for generative AI
- The tax agency will monitor AI responses for factual accuracy before agents pass information to taxpayers
- There are concerns about risks like inaccuracy, automation bias, and workers not recognizing bad AI advice
- It's a small pilot starting in April, with evaluation after 6 months before deciding on further AI adoption