19-10-2026
By: Bob KoigiChannel: ai-for-marketing
Tags: Artificial Intelligence
Financial Services
Salesforce
United Kingdom
Salesforce signs £2bn HMRC digital services deal
The programme aims to improve service delivery for millions of individuals and businesses while supporting HMRC’s target of providing 90 percent of its services digitally by 2030.
Salesforce has signed a 15-year strategic agreement worth up to £2 billion with HM Revenue & Customs (HMRC) to modernise taxpayer services, consolidate legacy systems and introduce AI-assisted workflows across the UK tax authority.
As HMRC’s strategic Enterprise Customer Relationship Management (ECRM) provider, Salesforce will deliver a secure platform that brings taxpayer interactions together in one place. The system is designed to give HMRC staff a more complete view of each taxpayer’s contact history, reduce manual administration and help resolve queries more quickly.
Salesforce brings AI to UK taxpayer services
The platform will combine Salesforce’s Agentforce, Public Sector Solutions and Marketing Cloud technologies, supported by its Data 360 platform. It will provide a connected view of taxpayer interactions across contact channels, helping staff access relevant information and reduce the need for taxpayers to repeat details.
The agreement is intended to support HMRC’s digital service ambitions while preserving assistance for people who need additional support. Automated workflows and AI-assisted tools will help teams manage routine enquiries, with trained HMRC staff retaining oversight of taxpayer decisions.
Kendall Collins, CEO of Missionforce and Government Cloud: “Governments around the world are entering a new era of transformation powered by trusted AI — one that puts citizens first, makes public services simpler to access and more seamless. HMRC is a global leader demonstrating what’s possible when governments embrace innovation with people and trust at the centre. Through Missionforce, Salesforce is proud to partner with a forward-thinking organisation like HMRC to modernise critical systems, unlock the potential of AI, and deliver better outcomes at scale for the people they serve.”
Agentforce to support HMRC caseworkers
Salesforce’s Agentforce platform will help HMRC automate routine administrative tasks, triage incoming enquiries and direct complex cases to the appropriate specialists. The approach is designed to increase operational capacity while keeping human oversight within established workflows.
The platform will also incorporate encryption and role-based access controls to protect taxpayer information. Salesforce says the system will adhere to UK data protection requirements, with security measures applied across interactions.
Quantexa supports fraud detection efforts
UK decision-intelligence company Quantexa will work with Salesforce on the deployment, providing tools to connect complex datasets and identify patterns associated with potential fraud. The technology is intended to give HMRC caseworkers risk scores and help uncover links between suspected fraudulent activities.
The collaboration supports HMRC’s efforts to recover unpaid revenue and reduce the tax gap. By combining data analysis with the wider customer service platform, the project aims to help staff identify risks while improving access to relevant information.
Salesforce expands opportunities for UK businesses
The agreement also includes a commitment from Salesforce to allocate 15 percent of its professional advisory services work to UK small and medium-sized enterprises (SMEs). The measure is intended to give local businesses a direct role in developing and maintaining HMRC’s digital platform.
The project builds on Salesforce’s stated £6 billion investment in the UK between 2023 and 2028. Salesforce Ventures has also invested more than $200 million in UK AI companies, according to the company.
AI skills programme targets UK workforce
Alongside the technology deployment, Salesforce plans to work with schools, employment services, customers and partners to expand access to AI and digital skills. The programme will include pathways into AI-related careers, including apprenticeships aimed at young people, neurodivergent individuals and underrepresented groups.
The initiative forms part of Salesforce’s broader commitment to support the UK Government’s ambition to train 10 million workers in AI by 2030.
Zahra Bahrololoumi CBE, President and CEO, Salesforce UK and Ireland: “HMRC provides essential services to millions of individuals and businesses, collecting the revenue that funds public services and supporting economic growth. This transformation is vital to helping power the UK’s success. Technology is only one part of the value this contract will deliver. By directly supporting the Government’s digital skills agenda, we have an opportunity to open doors to high-growth tech careers, expand access to AI capabilities, and help build a more diverse, skilled digital workforce for the entire nation.”
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