{"id":85441,"date":"2025-03-19T03:00:00","date_gmt":"2025-03-19T10:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=85441"},"modified":"2025-03-19T08:16:43","modified_gmt":"2025-03-19T15:16:43","slug":"public-sector-interaction-stats","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/public-sector-interaction-stats\/","title":{"rendered":"Could AI Agents Address Billions in Unclaimed Government Benefits? New Research Weighs In"},"content":{"rendered":"\n

87% of U.S. respondents say they would use an AI agent to navigate public sector processes<\/em><\/p>\n\n\n\n

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Ask any entrepreneur seeking an SBA loan, a senior transitioning to Medicare, or a homeowner seeking a permit: Government interactions can be a challenge to navigate. Nearly half (46%) of Americans find these processes overly complex and a third struggle to understand which public assistance programs are available to them, according to new research from Salesforce.<\/p>\n\n\n\n

This confusion comes at a steep cost to \u200cprograms aimed at serving constituents: The White House estimates $140 billion in benefits go unclaimed<\/a> each year due to complicated or outdated processes. <\/p>\n\n\n\n

Fortunately, the rise of agentic AI<\/a> presents an opportunity to transform these experiences. A Salesforce survey of 1,000 Americans suggests that a combination of proactive services and AI agents<\/a> \u2014 a type of AI system that can work seamlessly with human teams to understand and respond to constituent inquiries more quickly and 24\/7 \u2014 could make a massive difference for constituents. <\/p>\n\n\n\n

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AI agents can serve as digital workforce<\/a> multipliers that help dedicated public servants do what they do best: serve constituents with expertise and empathy.<\/p>\nNasi Jazayeri, EVP & General Manager, Public Sector.<\/cite><\/blockquote>\n\n\n\n

\u201cAI agents can serve as digital workforce<\/a> multipliers that help dedicated public servants do what they do best: serve constituents with expertise and empathy,\u201d said Nasi Jazayeri, EVP & General Manager, Public Sector. \u201cThese 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<\/a> can deliver responsive, personalized services for all Americans.\u201d <\/p>\n\n\n\n

Americans feel government interactions can be challenging, confusing, and time-consuming<\/strong><\/h2>\n\n\n\n

Over one-third of Americans struggle to find and access relevant services \u2014 ranging from disaster assistance to neighborhood improvement programs \u2014 citing the following as a challenge:<\/p>\n\n\n\n