AI agents poised to enhance Canadian government services

A recent report by Salesforce reveals that Canadians are spending more than 30 hours annually on governmental services such as applying for financial aid, renewing benefits, acquiring licenses or permits, and settling tax payments.

The report highlights issues of confusion and redundancy, which contribute to inefficient use of time. A significant 66% of the time dedicated to applying for financial aid is reported as wasted. The Canadian public has shared specific areas for improvement, seeking simplification of processes (37%), quicker response times (33%), and services that cater to unique needs (29%). Additionally, 24% of Canadians desire government services to include proactive outreach, while 23% wish for 24/7 service availability.

The introduction of AI agents is seen as a potential solution to these issues. The report indicates that 47% of Canadians believe 24/7 service access could lead to an increased usage of AI agents, and 82% are likely to engage with AI agents when interfacing with public services. Nevertheless, concerns remain, with 56% worried about losing human interaction, underscoring the need for a balanced approach that enhances service delivery through AI while preserving human elements during complex interactions.

In the United States, the report shows nearly half of Americans (46%) consider governmental processes overly complex, with a third struggling to comprehend available public assistance programmes. The White House estimates that outdated processes lead to $140 billion in unclaimed benefits annually.

Nasi Jazayeri, Executive Vice President and General Manager, Public Sector at Salesforce, said, "AI agents can serve as digital workforce multipliers that help dedicated public servants do what they do best: serve constituents with expertise and empathy. These AI teams can handle routine queries 24/7 and help constituents navigate all the services and assistance that the public sector has to offer, freeing up human workers to focus on complex cases that require judgment, creativity, and personal connection. Together, human expertise and AI can deliver responsive, personalized services for all Americans."

The survey shows that 73% of Americans desire a more streamlined process and faster response times, while 88% express interest in automatic enrolment in qualified government programmes and having pre-filled forms.

Americans show substantial willingness to adopt AI agents, with 87% indicating they would utilise such technology to navigate government processes, attracted by the 24/7 availability and potential to streamline procedures.

AI could significantly reduce the time spent by Americans on bureaucratic tasks. For instance, the California Department of Motor Vehicles has cut down the time needed to apply for a REAL ID from 35 minutes to 7 minutes by using AI and digital transformation strategies. Nonetheless, apprehensions regarding the loss of human interaction and the accuracy of output suggest that the integration of AI and human interaction remains crucial.

"Government leaders have a unique opportunity to scale the impact of public sector workers with AI," Jazayeri noted. "Civil servants working alongside AI agents can help the government serve the public faster and more effectively than ever before — without removing human connections and oversight. And, partnering with organizations like Salesforce can help government leaders get it right with trusted AI agents that are reliable, secure, compliant, and contextually aware so they can best serve mission needs."