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An assistant expert system: assisting assistors in assisting taxpayers

Name: An assistant expert system: assisting assistors in assisting taxpayers
Creator: Beckman, T. J.
Keywords: 0209 industrial biotechnology, 0202 electrical engineering, electronic engineering, information engineering, 02 engineering and technology

descriptionPublicationkeyboard_double_arrow_right Article , Other literature type , Conference object 07 Jan 2003Publisher:IEEE Comput. Soc. PressJournal:[1989] Proceedings. The Annual AI Systems in Government Conference

Authors: Beckman, T. J.;

doi: 10.1109/aisig.1989.47327

An assistant expert system: assisting assistors in assisting taxpayers

- Summary
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Abstract

The US Internal Revenue Service (IRS) employs 5000 assistors to answer telephone inquiries from taxpayers. The author describes the design and development of an expert system, the Taxpayer Service Assistant (TSA), that helps assistors provide advice to taxpayers on tax law topics. As measured by the GAO (US Government Accounting Office), these assistors provide correct and complete answers on only 63% of the 18 million calls on tax law that are received yearly. The IRS is exploring text retrieval and expert systems as alternative methodologies for supporting assistors and improving the quality of service. The author examines the tradeoffs made by each approach and shows why expert systems are more likely to be effective. >

Related Organizations

Internal Revenue Service
United States

Impact byBIP!

	citations This is an alternative to the "Influence" indicator, which also reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).	2
	popularity This indicator reflects the "current" impact/attention (the "hype") of an article in the research community at large, based on the underlying citation network.	Average
	influence This indicator reflects the overall/total impact of an article in the research community at large, based on the underlying citation network (diachronically).	Average
	impulse This indicator reflects the initial momentum of an article directly after its publication, based on the underlying citation network.	Average