Salesforce will support veteran health care and service delivery by building upon existing technology under a new Department of Veterans Affairs Agentic Enterprise Licensing Agreement worth up to $1.6 billion, the company announced Friday.
“The goal is simple: Reduce administrative burden, help employees get to the right information faster, and give them more time to deliver the care and benefits Veterans have earned.” said Kendall Collins, CEO of Missionforce and government cloud for Salesforce, said in a press release.
Through the agreement, Salesforce plans to incorporate AI agents into existing workflows to surface information during live calls, instantly route triage cases and automate benefits verification. The agents will specifically support Agentforce Public Sector and Agentforce Health technology, which currently allows the VA to offer 24/7 virtual contact center support for patient triage, intake and care coordination.
Salesforce also plans to support VA’s goal of reducing the time required to schedule an appointment from an average of 28 days to minutes through new technological capabilities. Those updates include supporting communications with veterans and engagement with providers, according to the release.
The company plans to support the creation of daily snap reports, claims processing dashboards and employee performance reporting through a unified data layer, the release adds.
The VA award is a one-year contract with an option for two additional one-year renewals with a total value of up to $1.6 billion. The award comes as VA is increasingly using AI to support veterans disability claims processing and other department functions.
