AI Agents in Government

AI Agents: A Key to Rebuilding Public Trust in Government

Public trust in government services has been in decline for years, but new research from Salesforce suggests that AI agents could play a crucial role in reversing this trend.

Citizens worldwide recognize the need for improved government interactions, with 40% reporting difficulties when seeking assistance and over a third unsure of the programs available to them. However, there is strong public support for AI-driven solutions—90% of global respondents indicated they would use an AI agent to engage with their government.

AI Agents: A Game-Changer for Public Services

The introduction of AI-powered agents presents a transformative opportunity for governments to enhance service delivery, improve response times, and build stronger constituent relationships. With budget constraints making it difficult to expand government workforces, AI agents can augment public servants, allowing them to operate more efficiently without increasing headcount.

Imagine a trip to the AI Agent DMV!

“It is clear from our research that AI solutions like Salesforce’s Agentforce can help governments streamline and scale services to better meet the needs of their constituents,” says Nasi Jazayeri, Executive Vice President and GM of Public Sector at Salesforce. “As global leaders convene in Davos, we have a tremendous opportunity for the public and private sectors to collaborate and explore how advancements in AI can improve how governments serve their citizens.”

Key Findings from Salesforce’s Research

Citizens Call for Improved Government Services

40% of respondents say interacting with government services is difficult when they need help.
Less than half understand what public services (42%) and public assistance programs (46%) are available to them.
The top improvements citizens want in government service delivery:
- Fewer steps to resolve issues.
- Faster response times.

Growing Public Interest in AI Agents

90% of global respondents are open to using AI agents for government interactions.
Citizens in Brazil, Spain, Singapore, and Italy show the highest willingness to engage with AI-powered government services, positioning these nations as potential pioneers in AI-driven public service.
20% of respondents in Germany and the U.S. say they are “very likely” to use an AI agent to help with government forms, such as tax filings and applications.

Top Priorities for AI-Driven Government Services

When considering AI adoption in public services, global respondents prioritize:

24/7 access to information and services (47%)
Efficient access to government resources (44%)
Fewer websites and steps required to complete tasks (40%)

The Future of AI in Government

As AI technology continues to evolve, its important role in the public sector is becoming increasingly significant. By enhancing accessibility, streamlining processes, and providing real-time assistance, AI-powered agents can help bridge the trust gap between governments and their constituents. With strong public support, governments have a unique opportunity to leverage AI to build more responsive, efficient, and citizen-friendly services—ushering in a new era of digital governance.