AI Agents in Government: Who’s Ready?
A new Salesforce survey reveals strong public support for AI-driven government efficiency, with the potential to save Americans hours of bureaucratic hassle. However, the findings also highlight a demographic divide, underscoring the need for a tailored approach to implementation.
Public Readiness for AI in Government
Salesforce surveyed 1,000 Americans and found that 87% would use an AI agent to navigate complex government processes. AI agents—software programs that automate tasks and interact with citizens—could function as virtual assistants, making services more accessible and efficient.
The demand for 24/7 assistance is driven by frustration with time-consuming government tasks. Respondents identified these processes as the biggest waste of time due to confusing or redundant questions:
- Applying for financial aid (63%)
- Renewing or enrolling in benefits (61%)
- Applying for or renewing a license or permit (53%)
- Paying government fees or fines (43%)
AI in Action: A Proven Use Case
Salesforce has already helped government agencies enhance efficiency through AI. For example, the California Department of Motor Vehicles reduced the time required to apply for a Real ID from 35 minutes to just 7 minutes using AI-powered digital solutions.
According to Nasi Jazayeri, EVP and GM of Public Sector at Salesforce, license renewals present a prime opportunity for AI-driven improvements:
“Now, in minutes, state and local government agencies can set up an AI agent powered by agency-specific data to make this process easier on both the applicant and the reviewer.”
Addressing Public Concerns
Despite the enthusiasm, the survey also highlights key concerns about AI in government. The top issues cited were:
- Loss of human connection
- Inaccurate information
- Data security risks
- Lack of accountability
- Lack of transparency
Additionally, certain demographics were less open to AI adoption. The survey found that:
- 49% of those who wouldn’t use AI agents were baby boomers, even though they made up only 27% of the total respondents.
- 64% of those hesitant about AI were women, though they represented 52% of the sample group.
The Road Ahead
The Salesforce survey highlights a public eager for AI-driven improvements in government services, but with critical concerns that must be addressed. The challenge now is to deploy AI thoughtfully, ensuring accessibility, transparency, and trust while bridging the demographic divide.
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