OTTAWA — Experts in artificial intelligence say it’s risky for the Canada Revenue Agency to turn to artificial intelligence to help Canadians with their tax problems when human call centre employees have shown to struggle providing accurate information.

On Tuesday, federal auditor general Karen Hogan issued a damning report which found not only was the CRA answering very few of the calls coming in, when it did pick up the phone, an accurate response was provided by a live agent to fewer than one in five callers about personal income taxes.

Read more: • Get bad advice from the Canada Revenue Agency? You’re out of luck, taxpayer • CRA says it has more work to do as call centre improvement plan hits 50-day mark • AI threatening to push young people out of entry-level jobs

Hogan found

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