CRA looking at AI, training to help call centre staff provide accurate answers

Canada Revenue Agency's exploration of artificial intelligence to help call centre staff provide accurate answers to taxpayers marks a significant effort to enhance customer service. This development means that website owners, particularly those in the financial or tax consulting industries, may see a reduction in traffic to their sites as taxpayers turn to the CRA's call centre for more reliable information. With AI-powered call centre agents, taxpayers may find it easier to get accurate answers directly from the source, potentially decreasing the need to search for information online. To adapt to this shift, website owners can take a few actionable steps: first, review their llms.txt files to ensure they are accurately tracking AI-powered traffic to their sites; second, consider optimizing their content to provide more nuanced or specialized information that complements the CRA's AI-driven call centre; and third, monitor their website analytics to identify any changes in user behavior or traffic patterns resulting from the CRA's new initiative.