Salesforce Research: 90% of Constituents Ready for AI Agents in Public Service

Public trust in government has been lagging for years. New Salesforce research reveals AI agents could help rebuild it.

Constituents around the world agree there's room for improvement when it comes to government service. Forty percent struggle with government interactions, and over a third are unsure of available programs. However, the research indicates overwhelming public support for AI solutions - with 90% of global constituents saying they'd use an AI agent to engage with their government.

Why it matters: The arrival of AI agents presents governments with an exciting opportunity to strengthen public trust by streamlining services and speeding up response times. And in the face of tightening budgets, agents can augment public servants and better serve their constituents - without having to add headcount.

Salesforce perspective: "It is clear from our research that there is a need for AI solutions like Salesforce's Agentforce that help governments streamline and scale services to better meet the needs of their constituents," said Nasi Jazayeri, EVP and GM of Public Sector at Salesforce. "As global leaders gather in Davos, we have a tremendous opportunity for the public and private sectors to come together and explore how major advancements in technology like AI agents can improve how governments support their constituents."

It is clear from our research that there is a need for AI solutions like Salesforce's Agentforce that help governments streamline and scale services to better meet the needs of their constituents.

Nasi Jazayeri, EVP and GM of Public Sector at Salesforce

Public calls for improved government service

• 40% say it's difficult to interact with the government when they have questions or need help.
• Less than half of survey respondents find it easy to understand what public services (42%) and public assistance programs (46%) are available to them.
• Top service delivery improvements desired by global constituents include:
  • Reducing the number of steps to address needs.
  • Responding to their needs faster.

Constituents eager to engage with agents

• 90% of global respondents said they'd use an AI agent to interact with the public sector.
• Constituents in Brazil, Spain, Singapore, and Italy are among the most willing to use AI agents to interact with the public sector, providing these countries with the opportunity to be trailblazers in the agentic AI era.
• 20% of German and American respondents say they're very likely to use an AI agent to help fill out government forms (e.g. filing taxes, completing applications).
• Global respondents prioritized these three factors when considering using AI agents in the public sector:
  • 47% said providing 24/7 access to information and services.
  • 44% said helping them efficiently access government resources.
  • 40% said reducing the number of websites and steps needed to address their needs.

Learn more:

• Learn how AI agents will change everything we know about work
• Find out how Salesforce is shaping ethical AI standards in the agentic era

Methodology: Salesforce conducted a double-anonymous general population survey between November 27, 2024 and January 9, 2025. The total sample size was 11,750 adults across Australia, Brazil, Canada, Denmark, Finland, France, Germany, India, Italy, Japan, Netherlands, New Zealand, Norway, Singapore, Spain, Sweden, United Kingdom, and the United States.

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