The City of Kyle, Texas, is transforming its public services with Agentforce for Public Sector, a newly launched AI-powered platform that can autonomously handle time-consuming tasks and quickly resolve citizen service requests.
Salesforce officially launched Agentforce for Public Sector on Aug. 19 in an effort “to augment government workers with digital labor,” according to a press release. Through the platform, government agencies can use AI agents to assist employees and constituents.
However, early government adopters like Kyle, Texas, are already seeing positive benefits from Agentforce for Public Sector.
In a separate release, Salesforce said that since Kyle debuted the agent-driven 311 platform last March, residents have submitted more than 12,000 requests. Nearly 90% of those were resolved on the first call, and the average case now closes in under 2.5 days – almost twice as fast as city leaders anticipated.
“Agentforce has greatly enhanced our ability to deliver an exceptional customer experience, work more efficiently, and drive cost containment. It’s like having every aspect of town hall instantly accessible 24/7, whether you’re a city employee or a resident seeking help,” said Jesse Elizondo, assistant city manager for Kyle, Texas.
For example, Elizondo said he was driving to work last March when he pulled over to report a pothole in the middle of the road using the city’s new system. By the time he drove to work the next morning, the city had already patched the pothole.
“The citizens of Kyle no longer have to go through five different humans and a long, drawn-out process in order to get things done,” Elizondo shared. “Seeing things like potholes getting fixed in real time is why working in municipal government is such a cool job. You get to build systems like this and watch it serve the public instantly.”
Agentforce for Public Sector is now available to government agencies that want to build custom out-of-the-box agents. Salesforce said Agentforce adheres to global compliance requirements, including FedRAMP High, Protected-B, and IRAP.
“The future of government is intelligent, efficient, proactive, and deeply connected to the needs of its constituents. Agentforce for Public Sector makes this future possible by integrating trusted, secure AI into the fabric of government operations,” said Nasi Jazayeri, the executive vice president and general manager of Public Sector at Salesforce.
“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.” Jazayeri said.
