Salesforce has been awarded a $1.6 billion three-year agent enterprise licensing contract from the U.S. Department of Veterans Affairs.
The purpose of the agreement is to “build a unified foundation across the department and provide VA employees with trusted agent AI, unified data, and advanced collaboration tools to reduce administrative friction and free up more time for VA services to serve veterans,” VA executives said in a press release.
To address the growing demands for Veterans First mandates and services, the Department of Veterans Affairs sought an integrated platform to expand and modernize support. VA said Missionforce, Salesforce’s AI-enabled platform for mission-critical government operations, will serve as the foundation for this transformation.
VA provides health care, benefits, and other critical services to more than 17 million veterans, their families, and caregivers. VA provided more than 82 million direct care appointments in 2025 at 170 Veterans Affairs Medical Centers and more than 1,100 Veterans Health Administration outpatient clinics.
Salesforce plans to build on existing implementations with a focus on AI-powered support and 24/7 care coordination, connected teams for faster veteran care, and unified data and actionable insights for enhanced care.
Agentforce Public Sector and Agentforce Health are both key parts of the VA’s 24/7 virtual contact center, which assists with patient triage, intake, and care coordination. Deployed directly into existing veteran workflows, the company says its trusted AI agents will uncover real-time knowledge during live calls, instantly route and triage cases, and automate benefit verification, freeing up overburdened staff to focus on directly supporting veterans when it matters most.
To date, the Salesforce-powered contact system has handled more than 40.6 million veteran calls since its introduction, and VA aims to continue the program with new investment.
Slack now serves as a connecting tool for VA by giving staff a single place to access information and collaborate. In line with this, VA aims to reduce scheduling from an average of 28 days to minutes by building on VA’s unified patient scheduling initiative. Salesforce accomplishes this by supporting veteran communications, provider engagement, workflow coordination, and access intelligence.
Missionforce also consolidates VA’s existing and legacy platforms into a single, trusted data layer. This gives both VA staff and AI agents a complete view of each veteran, allowing for faster, more personalized care. Tableau will also be deployed to transform this data into insights such as daily snap reports, claims processing dashboards, and employee performance reports.
These new use cases will build on VA’s existing Salesforce platform, including modernizing the Veterans Crisis Line and creating the Status Inquiry and Response Exchange System (SQUARES).
The new Veterans Crisis Line already supports critical incident responses by giving suicide prevention coordinators the tools to coordinate and dispatch immediate assistance.
SQUARES, a program built by Salesforce, provides access to veteran credentials for over 2,100 authorized users. The program builds connections between at-risk veterans and community-based organizations that provide housing, meals, and other support services.
“Salesforce provides the VA with a trusted foundation to connect people, data, and workflows across the department. Our goal is simple: reduce administrative burden, help employees get the right information faster, and give them more time to provide the care and benefits veterans have earned,” said Kendall Collins, CEO of Missionforce & Government Cloud at Salesforce, in a statement.
