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How AI Agents Are Transforming Citizen Services

The Role of Salesforce Agentforce
By Guru Ramasubramanian, Salesforce CTA and Partner at SuccessMetrics Corp

The Rise of AI Agents in Public Sector Service Delivery

Public sector agencies are adopting AI to improve service delivery, reduce costs, and meet the rising expectations of citizens. Salesforce's Agentforce equips governments with autonomous AI agents that can manage workflows, assist users, and improve operational efficiency—securely and at scale.

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1. Permit and Licensing Assistance

AI agents guide applicants through form submissions, answer FAQs, and validate required fields—reducing manual errors and increasing application throughput.
 

2. Benefit Eligibility Screening
Based on input data (e.g., income, family size), Agentforce can screen for eligibility and offer guidance on next steps, without requiring human intervention unless needed.

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3. Case Management and Resolution
Agentforce automates routine case updates, reminders, and escalations, helping staff focus on complex or sensitive cases while maintaining visibility.
 

4. Public Feedback and Complaint Handling
AI agents can intake, classify, and respond to constituent feedback in real time, ensuring timely follow-ups and generating insights for service improvements.

Key Use Cases for Agentforce in Government Portals

Implementing Agentforce: Best Practices

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  • Start Small: Focus on high-volume, repetitive tasks for your pilot use case.

  • Secure Sensitive Data: Mask or encrypt PII/PHI, and use prompt filtering to avoid exposing unnecessary data.

  • Enable Human Oversight: Ensure human fallback and allow staff to approve or override AI-generated actions.

  • Audit Everything: Log all agent interactions and decisions to meet FOIA or compliance standards.

Real-World Impact: DMV Chatbot POC​​​​

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  • 78% of citizen queries handled without escalation

  • AI-recommended case summaries reduced agent handling time by 30%

  • All interactions logged and available for audit review

Final Thoughts​​​​​

AI agents like Agentforce offer more than automation—they enhance the quality, responsiveness, and accountability of public services. With the right data governance and process integration, they help government agencies deliver on their mission faster and with greater transparency.

Ready to Explore Agentforce?

  • Download the AI-Ready Government Portal Checklist :​

  • Request a demo of Agentforce in action :

  • ​Schedule a CTA-led consultation to define your AI roadmap : 

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