Salesforce introduces Agentforce, a purpose-built and compliant AI solution, tailored for the public sector, with a strong focus on customer service.
In a significant move, Salesforce, a leading tech company, has launched Agentforce for the Public Sector. This purpose-built solution is designed to optimise processes and meet the unique needs of public sector organisations, going beyond the general-purpose model.
Nasi Jazayeri, EVP & GM of Public Sector at Salesforce, highlighted that Agentforce will make the future government intelligent, efficient, proactive, and connected to constituents' needs. The platform is set to revolutionise the way public sector entities operate, offering prebuilt actions that cover a wide range of areas, from compliance enforcement and risk reduction to talent acquisition and constituent benefits.
Salesforce's focus on speed, agility, scalability, and innovation, combined with a strong emphasis on meeting customer needs, ensures it stays ahead of the competition. The company is working closely with regulators to deliver natively compliant agentic AI services for public sector entities, avoiding conflicts with lawmakers.
Agentforce is not just a tool; it's a partner. AI agents can manage processes such as responding to citizen requests and handling other demanding functions, providing 24/7 support for constituents. This collaboration between AI agents and dedicated government workers can help create a more responsive, agile, and effective government.
Jesse Elizondo, Assistant City Manager of the City of Kyle, Texas, attested to the benefits of Agentforce. The city has adopted the platform, and it has significantly enhanced their ability to deliver an exceptional customer experience, work more efficiently, and drive cost containment. Using Agentforce, Kyle has overhauled their community engagement models, centralised their service model, enabled hassle-free communication between citizens and local government, provided easy access to critical information, and tracked service requests.
The City of Kyle is not alone in adopting Agentforce. Public sector organisations using the platform include the City of Kyle, which employs it in its 311 system to autonomously handle citizen service requests such as reporting potholes and providing information about council meetings. The platform helps these agencies improve responsiveness, efficiency, and citizen engagement while ensuring compliance with regulations like FedRAMP High, Protected-B, and IRAP.
The AI Agent & Copilot Summit, an AI-first event taking place March 17-19 in San Diego in 2026, will focus on opportunities, impact, and outcomes with Microsoft Copilot and agents. This summit underscores the growing expectation for public sector organisations to adopt agentic AI technologies and use the same companies as private sector organisations.
In June, Salesforce achieved FedRAMP High authorization for Agentforce, a significant milestone in ensuring the platform's security and compliance. Public sector entities can build, customise, and deploy AI agents for various tasks using Agentforce, further cementing its role as a transformative tool for the sector.
In conclusion, Salesforce's Agentforce is set to redefine the public sector landscape. By embracing agentic AI technologies, public sector organisations can deliver faster government services, enhance the citizen experience, ensure compliance, and free government workers to focus on mission-critical tasks. The future of efficient, responsive, and proactive government is here, and it's powered by Salesforce's Agentforce.
