Join Tectonic for an informational webinar on Salesforce Agentforce, Modernizing 311 services, and Case management.

In this webinar you will hear:

• An insightful customer story from Cincinnati Chambers
• Tectonic’s implementation breakdown
• An engaging Agentforce demo
• Tectonic Public Sector Team Gibran Quadri and Brian McAllister

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For more information fill out the contact us form below or reach out to the Public Sector team [email protected]

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Get ready for the Next Frontier in Enterprise AI: Shaping Public Policies for Trusted AI Agents!

AI agents are a technological revolution – the third wave of artificial intelligence after predictive and generative AI. They go beyond traditional automation, being capable of searching for relevant data, analyzing it to formulate a plan, and then putting the plan into action. Users can configure agents with guardrails that specify what actions they can take and when tasks should be handed off to humans.

Agentic AI is already here. Innovative organizations have started deploying and benefitting from AI agents in concrete ways. However, for governments, enterprises, and the workforce to be able to harness the full potential of AI agents, they will need more than just the right technology; they will need the right public policies to help them become agent-ready.

At a time when global policymakers seek pathways to economic growth, the advent of AI agents offers a unique opportunity to think deeply about the policies that will enable the diffusion of trusted AI in government and the enterprise, and equip the workforce with the necessary skills to unlock AI’s full potential for enhanced productivity and more meaningful work.

AI agents build on earlier innovations, including chatbots and AI assistants. These all play a role in task automation; however, there are differences in their levels of sophistication and personalization in serving their users and the range of tasks they can perform.

Key considerations for AI agents:

• Humans working with agents: Employees, from business leaders to frontline workers, will need new skills to configure, task, manage, and oversee AI agents. Agents will need to be easy to program and use in a variety of contexts.
• Reliability: AI agents must be carefully designed and equipped with guardrails to ensure clear and smooth handoffs to humans, as well as to minimize, flag, and correct hallucinations. Careful engineering and robust testing are required to ensure the accuracy and reliability of agents.
• Fluency across multiple domains: AI agents will interact with users and third parties within and outside of the enterprise, retrieving, interpreting, and acting on different types of information across these domains. This requires advanced programming and thoughtful integration of business processes and data systems.
• Transparency and explainability: Users need to know when they are interacting with an AI agent instead of a human. Customers, regulators, and the public will also expect AI agents’ outputs and the sequence of steps they follow in taking an action to be transparent and explainable.
• Accountability: It will be important to provide clarity around who is responsible for ensuring that the agent is working properly and that its output is accurate.
• Data governance and privacy: AI agents may require access to personal or other sensitive data to complete their assigned tasks. For users and enterprises to trust AI agents, they will have to operate with high standards of privacy and data security.
• Security: Like other AI applications, agents may be vulnerable to adversarial attacks, where malicious inputs are designed to deceive the AI into producing bad outputs. As AI agents take on increasingly complex tasks, adhering to best practices for AI safety and quality control will be essential.
• Ethics: Companies that use AI agents should ensure they follow ethical guidelines consistently and reliably. This will require developing new protocols and norms for autonomous AI systems, fostering effective human-AI collaboration, and building consensus and confidence in decision-making processes.
• Agent-to-agent interactions: Common protocols and standards will be important to instill trust and help ensure controlled, predictable, and accountable AI agent behavior. Fundamental to this is a secure information exchange environment and, when required, audit trails of agent-to-agent interactions.

Government services as a role model for agentic AI and humans together

Governments today face ever-increasing pressures to serve citizens with constrained resources. Research surveying people in over 40 countries has shown that 75% expect government service quality to be on par with leading private sector companies, while 72% are comfortable with personalized government digital services. Amidst these pressures, there is clear demand for trusted innovative tools from government workers themselves – a recent survey across 14 countries estimated that 49% of government workers have used unapproved generative AI tools at work.

Governments have enormous opportunities to safely leverage AI agents – in particular their speed, responsiveness, personalization – to enhance citizen-facing services. For example, if a citizen wants to check on the status of their application for a license or a public benefit, an agent-powered interface could at any hour assist them in ascertaining the status of their application, locate public information on policies and application procedures, or schedule an appointment to access a related service. These interactions would have previously taken the citizen far longer, required valuable government employee time, may have only been available during business hours, or been left undone altogether. By deploying agents in these contexts governments can make the most of their limited resources while building citizen satisfaction with and trust in services.

In addition to leading by example in digital transformation, governments can play a pivotal role in boosting diffusion of trusted AI solutions, including AI agents, in the private sector. As governments search for new ways to promote economic growth and combat inflation, this is a key moment for national economies. The rapid development and commercialization of AI tools have created opportunities for businesses large and small around the world to rapidly become more productive and gain a competitive edge by adopting frontier technologies. But to achieve the benefits, businesses need to overcome resource constraints, rapidly acquire new commercial knowledge and practical skills, and have regulatory clarity. For governments to position their businesses for success, they need to set ambitious goals and identify and remedy the blockers that hold back the uptake of new technologies by enterprises.

For the past 25 years, Salesforce has led their customers through every major technological shift: from cloud, to mobile, to predictive and generative AI, and, today, agentic AI. We are at the cusp of a pivotal moment for enterprise AI that has the opportunity to supercharge productivity and change the way we work forever. This will require governments working together with industry, civil society, and all stakeholders to ensure responsible technological advancement and workforce readiness. We look forward to continuing our contributions to the public policy discussions on trusted enterprise AI agents.