Salesforce announces HMRC agreement worth up to £2 billion

Salesforce announced a strategic agreement with HM Revenue & Customs lasting up to 15 years and worth up to £2 billion to modernise taxpayer services. The company will consolidate legacy customer relationship systems onto a single platform serving more than 34 million citizens and five million businesses. HMRC will adopt Agentforce to automate routine administration, triage queries and route complex cases to specialists. Salesforce says trained HMRC staff will retain human oversight of every taxpayer decision. Quantexa will provide tools to connect data and identify fraud patterns, while Salesforce has committed 15% of its professional advisory services work to UK small and medium-sized enterprises.