How U.S. Department of Veterans Affairs uses AI

VA publishes an individual AI use case inventory alongside a separate consolidated inventory for AI use cases that are widely adopted across the department, both as downloadable spreadsheets and an online dashboard. The 2025 inventory lists 367 AI use cases in the individual inventory and 13 in the consolidated inventory, spanning uses from identifying health risks to speeding the delivery of benefits to veterans. VA states it has not granted any waivers from the minimum risk management practices required for high impact AI use cases.

The VA Office of Information and Technology reports a pre deployment generative AI use case that integrates Provar Manager with VA GPT to generate test cases automatically for the Salesforce CRM applications that support Department of Veterans Affairs services. The stated aim is less manual effort in writing tests and a closer match between requirements and deliverables. No outcome is published.

The Veterans Crisis Line trains new crisis responders with ReflexAI simulations in which generative AI plays eight Veteran personas, each with its own configured motivation and crisis, so trainees can practise in a low risk setting before live calls. Each simulated call produces a scoring summary of strengths and areas of growth. The tools launched with the first full cohort of new trainees in May 2024, and VA's 2025 AI use case inventory lists the system as deployed and not high impact.

The Veteran Readiness and Employment service of the Veterans Benefits Administration used e-VA, a digital assistant acquired from SaraWorks, to take routine follow up off vocational rehabilitation counselors. It created reminders for appointments, grades and receipts and sent routine messages by text or email; participants could reply to schedule and reschedule appointments, respond to reminders and send documents. The 2024 federal AI inventory lists it in operation since June 2020 and classifies it as both rights and safety impacting; the 2025 inventory lists it as retired. No results were published.

The Veterans Benefits Administration runs Mail Automation Services, an intake platform for claims material and other submissions from veterans and their representatives, mostly arriving through the Centralized Mail Portal. It combines form recognition, OCR, handwriting recognition and natural language processing to extract an average of 95 fields from more than 1,500 form layouts and to establish the claim and send each submission to the right business line. The agency reports that it ingests 25,000 to 40,000 packets a day; it has been in operation since 2020.