AI for Public Sector

AI-powered self-service, like intelligent chatbots and AI search, uses Natural Language Processing (NLP) to understand user questions and provide fast, accurate answers. This quickly improves constituent satisfaction by enabling independent issue resolution.

This shift reduces support costs by deflecting common inquiries from human agents, allowing staff to focus on complex issues. Bots can be built rapidly with an easy, point-and-click interface. The intelligent assistance is integrated into Salesforce’s CRM, providing a trusted AI assistant that turns data into actionable insights. Conversational AI for Government Contact Centers is available now, letting citizens quickly find essential information and enhancing their experience with government services.

Next: Click on “More…” then “3. Streamline Agent Responses with AI-Driven Service Replies”

Salesforce's Service Replies feature gives service agents autogenerated responses within the service console, grounded in the organization's knowledge base for accuracy. Agents can provide feedback to continuously refine the replies.

This Customer Service AI feature empowers agents by saving time on repetitive typing, allowing them to focus on empathetic problem-solving. It enables personalized responses and work summaries using trusted CRM data, proactively improving resolution rates.

Integrating AI and human agents on one platform reduces service costs by automating common queries, increasing efficiency. This Public Sector solution includes Service Replies and Conversation-Grounded Emails to streamline communication. Salesforce ensures these generative AI features are deployed with robust security and data privacy, maximizing efficiency and maintaining trust.

Next: Click on “More…” then “4. Efficiently Summarize Interactions with AI Work Summaries”

The Work Summaries feature uses AI to process entire conversations and generate a concise summary, including the resolution. This is invaluable for seamless service continuity, allowing a next agent to quickly grasp the full context if a case is revisited or escalated.

For supervisors, this capability means they can efficiently review cases and gain a rapid overview of team performance without reading full transcripts.

Work Summaries boost efficiency by significantly reducing the manual administrative effort required from agents after each interaction, freeing them to focus on serving the public. For management, rapidly reviewing summaries facilitates quicker identification of trends and training needs, leading to improved service quality. This feature is a key way the public sector uses Generative AI to enhance operational efficiency and ensure informed care and continuity in service delivery.

Next: Click on “More…” then “5. Boost Productivity with Conversational AI”

{product.agentforce}} is a conversational AI assistant that provides on-demand help within the user's workflow. It uses natural language to summarize conversations, draft emails, and search the knowledge base. The key strength is customizability: Admins can build tailored actions using Flows and APIs, embedding AI into unique operational processes. Copilot aims to maximize productivity by embedding business AI into every application, ultimately boosting efficiency and improving the quality and speed of government services.

Next: Click on “More…” then “6. Build Powerful Prompts with Prompt Builder”

Prompt Builder enables admins to create detailed instructions for Einstein's generative AI, ensuring accurate, contextually relevant content like emails and summaries. The AI is "grounded" using essential CRM and business data.

This tool speeds up tasks by creating reusable prompt templates that generate content with a few clicks. It uses Retrieval Augmented Generation (RAG) to inject dynamic business data. The Einstein Trust Layer provides security with data masking.

Public sector organizations can use it for specific applications, such as generating Benefit Application Reviews and Inspection Preparation summaries. By using this low-code tool, organizations can rapidly deploy custom AI apps across departments, significantly boosting productivity.

Next: Click on “More…” then “7. Enhance Collaboration with AI-Powered Slack”

Slack AI significantly boosts public sector collaboration and productivity. AI-powered channel and thread summaries let teams catch up quickly, reducing information overload.

Key features include the daily recap of missed messages and AI-powered search, helping users stay informed and prioritize critical information for decision-making

Slack centralizes people, data, and applications, creating a unified workspace for human and AI collaboration. By providing intelligent assistance for communications, Slack AI supports informed decision-making and efficient collaboration, leading to more agile public service delivery.

Next: Click on “More…” then “8. Gain Actionable Insights with Personalized AI Analytics”

Tableau Pulse transforms public sector insight use by providing intelligent, personalized, and contextual insights without requiring complex data analysis skills.

It goes beyond trends by revealing the "why" behind the data. The underlying Insights platform automatically detects key drivers and outliers, proactively alerting users to critical shifts. Using natural language, it summarizes insights for timely, informed decisions.

Tableau Pulse is part of Salesforce’s Analytics Cloud, built on Data Cloud, which unifies data from any source and prepares it for AI. This leap in data accessibility and intelligent decision-making ensures public sector employees have the insights needed to serve effectively.

Next: Click on “More…” then “9. Ensure Secure AI Deployment with the Einstein Trust Layer”

The Einstein Trust Layer allows public sector organizations to use generative AI securely, protecting data privacy and improving AI accuracy. Key features include dynamic grounding, zero data retention, and toxicity detection.

The layer securely injects CRM and Data Cloud data into prompts. Data masking and zero data retention protect sensitive data (PII/PCI) before it goes to third-party Large Language Models (LLMs), ensuring no data is kept afterward. This gives customers control and security.

To prevent harmful outputs, the layer scans for toxicity and includes options for human approval and an audit trail for compliance, reflecting Salesforce's "Ethics by Design." This allows public sector entities to focus on AI benefits like cost savings without compromising stringent security controls.