TLDRs;
- Salesforce research shows 100% of Indian citizens are open to using AI agents for public sector interactions.
- Key citizen demands include 24/7 support, faster services, and better data security through AI platforms.
- Agentforce aims to automate repetitive government tasks, freeing up employees for complex and empathetic work.
- Trust and security remain critical, with concerns over data safety and maintaining human connections.
Salesforce, the world’s leading AI-powered customer relationship management company, is positioning its AI agent platform, Agentforce, as a transformative tool for India’s public sector.
On Thursday, the company unveiled its Connected Citizen research findings, which highlight overwhelming enthusiasm among Indian constituents for AI-driven government services.
According to Salesforce’s study, every single Indian respondent, 100%, indicated they would be willing to use an AI agent when interacting with government systems. This remarkable level of acceptance underscores a growing appetite for digital-first governance and lays the foundation for potential large-scale deployment of Agentforce in the near future.
Indians Want Faster, Smarter Public Services
The survey revealed clear frustrations with current public sector processes. Nearly two-thirds (62%) of respondents admitted they had missed deadlines for applications, renewals, or paperwork due to confusing or time-consuming interactions with government departments.
Key barriers included slow procedures, lack of digital options, and limited clarity about available services.
At the same time, 86% of citizens expect the government to proactively provide more relevant and accessible services. Among the most requested improvements are 24/7 support, faster response times, and stronger data security, areas where AI platforms like Agentforce are designed to excel.
Automation to Support Public Servants
Salesforce emphasized that Agentforce is not meant to replace human workers but to act as a digital workforce capable of managing repetitive and routine interactions. This would allow government employees to redirect their efforts toward higher-value tasks requiring empathy, creativity, and expert judgment.
Arundhati Bhattacharya, CEO of Salesforce South Asia, framed this as a milestone in India’s digital journey.
“AI agents present a transformative opportunity to reimagine how the government serves its citizens, making services faster, more intuitive, and more inclusive. By automating high-volume, routine interactions, governments can free up human talent to focus on what matters most.” He stated
Public Demand for Proactive AI
The survey found strong interest in more personalized and seamless services. For example, 95% of respondents want automatic enrollment in programs they qualify for, while 94% would welcome pre-filled forms and personalized notifications. Another 90% believe they will soon be using AI agents to complete government forms.
Importantly, respondents also highlighted their top expectations from AI-enabled services: continuous 24/7 access (70%), personalized support (55%), efficient access to resources (53%), and secure handling of personal data (53%).
These findings suggest that Indian citizens view AI not only as a convenience but as a pathway to greater trust and efficiency in governance.
Trust and Security Still Key Concerns
While the enthusiasm for AI agents is high, Salesforce acknowledged concerns that must be addressed before full-scale adoption. Citizens cited data security risks, potential loss of human connection, and fears about technology moving too fast as their main hesitations.
Salesforce noted that these concerns underline the importance of deploying AI alongside humans and implementing strict guardrails for privacy, accountability, and transparency.
Agentforce is designed with these safeguards in mind, offering governments the ability to accelerate responsiveness while ensuring responsible use of digital labor.
