"The IRS workforce has gone down 25% in the past two years, from 100,000 to about 75,000 employees. Driving the news: The IRS will use Agentforce across the Office of Chief Counsel, Taxpayer Advocate Services and the Office of Appeals, said Paul Tatum, executive vice president of global public sector solutions at Salesforce. After working with the IRS for a few years to modernize some basic platform technology in those departments,"
"'Salesforce doesn't advocate for a blind AI processing tax returns without a human being involved in reviewing and and supplementing it,' Tatum said. 'When the agents are built, there's a lot of guardrails put in... [they're not] allowed to make final decisions, they're not allowed to disperse funds.' 'It's an educational process for the public and the government on the safety and trust of the agentic technologies that we're so excited about,' he said."
"Rob Fitzpatrick, a senior level counsel (technology)in the IRS Office of Chief Counsel, told Axios that it felt like the right time to start using this technology at the agency. In 2023, the IRS started modernizing its decades-old systems, Fitzpatrick said, and he had initially resisting using AI. But now he said he feels "it would be negligence if I didn't""
The IRS workforce declined about 25% over two years, from roughly 100,000 to 75,000 employees. The agency will deploy Salesforce Agentforce across the Office of Chief Counsel, Taxpayer Advocate Services and the Office of Appeals to augment work and accelerate case resolution. Agentforce will perform tasks such as case summarization and search to help complete customer cases more quickly. Salesforce emphasizes human review, guardrails, and restrictions preventing agents from making final decisions or dispersing funds. The IRS began modernizing decades-old systems in 2023 and a senior counsel now considers AI use necessary to manage workloads and improve service.
Read at Axios
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