Agents hit City Hall - Salesforce launches Agentforce for Public Sector

Given that the notion of automating mundane, repetitive tasks is one of the low hanging fruits to be picked by adopters of AI, the public sector would appear to be an obvious happy hunting ground for providers. It’s got an operating model that is highly regulated, hidebound with process and procedures, and, all too often, clogged up by a paper chase that seems unlikely ever to clear.

So rather than getting constituents to engage with fed-up call center operatives to deal with queries about why the bins weren’t collected this week or to report a sofa that’s been abandoned on the side of the street, why not leave that up to an AI agent to deal with? Salesforce research suggests that 90% of 11,750 global respondents when polled said they’d use an AI agent to interact with the public sector.

The huge - enormously, toweringly huge ...