Public trust in government has been lagging for years. New Salesforce research reveals AI agents could help rebuild it.
Constituents around the world agree there’s room for improvement when it comes to government service. The global data gathered from 11,750 respondents, including 1000 UK adults, revealed 44 percent of UK constituents struggle with government interactions, and over a third of constituents, globally, are unsure of available programs. However, the research indicates overwhelming public support for AI solutions — with 84% of UK constituents saying they’d use an AI agent to engage with their government.
Why it matters: The arrival of AI agents presents governments with an exciting opportunity to strengthen public trust by streamlining services and speeding up response times. And in the face of tightening budgets, agents can augment public servants and better serve their constituents — without having to add headcount.
Salesforce perspective: “AI solutions like Salesforce’s digital labor platform Agentforce can help governments streamline and scale services to better meet the needs of their constituents,” said Nasi Jazayeri, EVP and General Manager, Public Sector, Industries Cloud, Salesforce. “As leaders gather in Davos, it’s a great opportunity for the public and private sector to come together to explore how agents can help the global community meet its most pressing goals.”
AI solutions like Salesforce’s digital labor platform Agentforce can help governments streamline and scale services to better meet the needs of their constituents.
Nasi Jazayeri, EVP and GM of Public Sector at Salesforce
Public calls for improved government service
- 44% of UK respondents say it’s difficult to interact with the government when they have questions or need help.
- Globally, less than half of survey respondents find it easy to understand what public services (42%) and public assistance programs (46%) are available to them.
- Top service delivery improvements desired by UKconstituents include:
- Reducing the number of steps to address needs.
- Responding to their needs faster.
Constituents eager to engage with agents
- 90% of global respondents said they’d use an AI agent to interact with the public sector, while 84% of UKl respondents said they’d use an AI agent to interact with the public sector.
- UK respondents prioritized these three factors when considering using AI agents in the public sector:
- 44% said providing 24/7 access to information and services.
- 42% said helping them efficiently access government resources.
- 39% said reducing the number of websites and steps needed to address their needs.
Learn more:
- Learn how AI agents will change everything we know about work
- Find out how Salesforce is shaping ethical AI standards in the agentic era
Methodology: Salesforce conducted a double-anonymous general population survey between November 27, 2024 and January 9, 2025. The total sample size was 11,750 adults across the United Kingdom, Australia, Brazil, Canada, Denmark, Finland, France, Germany, India, Italy, Japan, Netherlands, New Zealand, Norway, Singapore, Spain, Sweden and the United States. Over 1000 respondents were surveyed in the UK.