Public sector organizations are consistently under scrutiny, facing oversight from governmental bodies as well as public examination. As a result, there is a massive expectation that these organizations adopt the same agentic AI technologies and utilize the same companies as those in the private sector to achieve optimal results.
Now, Salesforce has launched Agentforce for the Public Sector to help organizations develop the capacity to augment the digital and human workforce and optimize processes.
Compliant by Design
Using Agentforce for the Public Sector, public sector entities can leverage out-of-the-box AI agents designed specifically for their unique use cases. Developed with a focus on the public sector, Agentforce complies with key global regulations, including FedRAMP High (U.S.), Protected-B (Canada), and IRAP (Australia).
With this technology, public sector organizations can build, customize, and deploy both tailor-made and ready-to-use agents for common tasks. Now, agencies can utilize AI agents to autonomously manage processes such as responding to citizen requests and handling other demanding functions.
Public sector agencies can also leverage prebuilt actions and tailor them to employees, processes, or departments. Actions cover areas including compliance enforcement and risk reduction, summarization, trend spotting, talent acquisition, complaints management, and help with constituent benefits.
“The future of government is intelligent, efficient, proactive, and deeply connected to the needs of its constituents,” said Nasi Jazayeri, EVP & GM of Public Sector at Salesforce. “Agentforce for Public Sector makes this future possible by integrating trusted, secure AI into the fabric of government operations.
“With AI agents working alongside dedicated government workers and providing 24/7 support for constituents — helping with everything from routine inquiries to complex, time-consuming tasks — Agentforce will power a more responsive, agile, and effective government.”
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Case Study: City of Kyle, Texas
The City of Kyle is one of the first adopters of Salesforce’s dedicated Agentforce platform. Using this technology, city administrators were able to:
- Overhaul community engagement models
- Centralize the city’s service model
- Enable hassle-free communication between citizens and local government
- Provide easy access to critical information
- Track service requests
“Agentforce has greatly enhanced our ability to deliver an exceptional customer experience, work more efficiently, and drive cost containment,” said Jesse Elizondo, Assistant City Manager, City of Kyle, Texas. “It’s like having every aspect of town hall instantly accessible 24/7, whether you’re a city employee or a resident seeking help.”
Closing Thoughts
Salesforce is certainly standing out as the go-to company for developing agentic AI services for public sector organizations. I recently reported on the buildup to the release of Agentforce for Public Sector. Back in June, Salesforce achieved FedRAMP High authorization for Agentforce.
Back then, I commented on how Salesforce was working alongside regulators to deliver its natively compliant agentic AI services for public sector entities, as opposed to stifling progress by butting heads with lawmakers. This approach has stood them in very good stead indeed.
Salesforce stands out because its purpose-built solutions for public sector organizations meet the unique needs of these organizations. It goes beyond the general-purpose model to truly meet customers where they are.
This approach is becoming more challenging in today’s complex technological environment. Nevertheless, Salesforce continues to put in the legwork, which is commendable. The company combines speed, agility, scalability, and innovation with a strong focus on meeting customer needs. It ensures that it does not cut corners in its quest to stay ahead of the competition.
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