IRS prompted to automate voice response

The IRS has awarded Aspect Communications Corp. a six-year, $150 million contract to maintain automated voice response systems at 40 customer service centers.

The contract, which has a one-year base period and five option years, is part of IRS' Customer Communications Project.

The San Jose, Calif., company has installed voice recognition applications that let taxpayers use prompts to get information when they use the IRS' toll-free line.

A voice recognition feature also lets rotary phone callers use the system.
The system's features include:

  • A choice of Spanish or English

  • An options menu with an intelligent call router that transfers callers to customer service representatives when necessary

  • A unit that tackles simple queries, such as 'Do I have a refund coming?'

  • An automated refund status application.

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