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CRA Turns to AI and Enhanced Training to Fix Call Centre Failures

In response to mounting criticism over poor service quality, the Canada Revenue Agency (CRA) is embracing artificial intelligence and standardized training to improve the accuracy of answers provided by its call centre staff. A recent audit revealed that CRA agents correctly answered only 17% of individual tax questions during a key period in 2025. The findings sparked concern among both taxpayers and lawmakers, prompting the agency to take swift action. Melanie Serjak, Assistant Commissioner at the CRA, told a parliamentary committee that the agency is rolling out a more senior and standardized training program for its call centre agents. In addition, the CRA is expanding its use of automation and AI tools to support staff in delivering more reliable information. One of the AI tools already in use is “Charlie,” a rule-based chatbot that provides scripted answers to frequently asked questions. While Charlie was found to be accurate only about one-third of the time, the CRA is now p...
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Economists Criticize Liberals' New Stimulus Package, Question Long-Term Impact

 

Canada’s Liberal government has unveiled a new stimulus package aimed at addressing economic uncertainty, but the move is drawing skepticism from economists who question its rationale and potential implications for fiscal policy.

The package, which includes targeted financial relief for low- and middle-income households, tax credits for businesses, and infrastructure investments, is designed to counter inflationary pressures and boost economic activity. However, experts warn that such measures may have unintended consequences.

“Introducing new spending programs in the current economic climate could exacerbate deficits and put additional strain on taxpayers in the long run,” said Kevin Milligan, an economics professor at the University of British Columbia. “It’s not good for tax policy to continually rely on temporary fixes.”

Critics also argue that the package lacks clear metrics for success and risks fueling inflation rather than curbing it. Others, however, defend the plan as necessary to support vulnerable Canadians amid rising costs of living and global economic uncertainty.

As Parliament debates the package, opposition parties have demanded greater transparency on how the funding will be allocated and its expected impact on Canada’s long-term economic health.


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