Salesforce Agentforce will handle routine work and query routing in HMRC tax services
HMRC will consolidate systems serving 39 million citizens and businesses on Salesforce’s secure CRM platform, with Agentforce supporting caseworkers under human oversight.
AT A GLANCE
Key points
- The agreement can run for up to 15 years and reach £2 billion.
- Agentforce will support routine administration, query triage, and case routing.
- HMRC staff will retain oversight of every taxpayer decision.
What is changing?
Salesforce announced on October 15 a modernization agreement with the UK tax authority HMRC lasting up to 15 years and worth up to £2 billion. The project aims to consolidate fragmented legacy systems serving 34 million citizens and five million businesses onto a single secure enterprise customer relationship management platform.
The new system will use Agentforce, Public Sector Solutions, Marketing Cloud, and Data 360. Agentforce will automate routine administration, triage incoming queries, and route complex cases to the appropriate specialists. Salesforce says trained HMRC staff will retain human oversight for every taxpayer decision.
Quantexa will also join the project with risk tools that connect complex data and surface fraud patterns and signals of hidden networks. The platform is expected to use encryption and role-based access controls, while supporting HMRC’s goal of delivering 90% of services digitally by 2030.
Explore the original sources
Source date: 15 October 2026.
Published by AI Radar: 16 Oct 2026, 15:29 (Istanbul, UTC+3).
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