Salesforce launches agentic AI tool for government users

Salesforce launched a new offering Tuesday to bring agentic artificial intelligence to government agencies.

Branded as Agentforce for Public Sector, the product is designed to augment what government workers do by deploying a digital workforce of intelligent AI agents that can operate autonomously within defined guardrails.

One early adopter is the city of Kyle, Texas, which uses Agentforce as part of its 311 system to deliver citizen services. A city official said the 311 AI agent, called Agent Kyle, launched about three months ago.

Kyle sees its adoption of Agentforce as a way to improve how citizens engage with the city government and provide access to information and better tracking of service requests, from reporting a pothole to inquiring about council meeting outcomes.

“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.

Agentforce already meets requirements for the FedRAMP High, Protected-B and IRAP authorizations.

“The future of government is intelligent, efficient, proactive, and deeply connected to the needs of its constituents,” said Nasi Jazayeri, executive vice president and general manager for the public sector at Salesforce. “Agentforce for Public Sector makes this future possible by integrating trusted, secure AI into the fabric of government operations. 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.”

Salesforce built the Agentforce offering to support compliance efforts, speed up response times, spot trends and help constituents apply for benefits.