During the torture ritual that was doing my taxes this year, I was surprised to find myself giddy after reading these words: "You are now chatting with IRS Representative-1004671045." I had gotten stuck trying to parse my W-2, which, under "Box 14: Other," contained a mysterious 389.70 deduction from my overall pay last year. I tapped the chat button on my tax software for help, expecting to be sucked into customer-service hell. Instead, a real IRS employee answered my question in less than two minutes. The program is not TurboTax, or any one of its many competitors that will give you the white-glove treatment only after you pony up. It is Direct File, a new pilot program made by the IRS.