Beyond chatbots: How agentic AI can transform government services

The digital age has brought us a long way from the days when government services were accessed primarily through physical offices and paper forms. Today, we are in the middle of another major transformation, one that promises to not only streamline but also enhance the way government workers and citizens interact: agentic artificial intelligence.

AI agents can help city planners predict traffic congestion, support social workers in identifying at-risk individuals and aid public health officials in tracking disease outbreaks. According to Accenture's Technology Vision 2025, over one-third of public service executives expect AI agents to play a significant role in strategic planning and innovation over the next three years.

These systems provide real-time insights, predictive analytics and data-driven recommendations, helping government leaders make more informed and effective decisions.

When people think of AI in government, they often imagine chatbots that can handle routine inquiries or automated systems that process forms faster. While this is true, the real power of agentic AI lies in its ability to transform decision-making and foster innovation. 

Unlike traditional chatbots, which are limited to pre-programmed responses, agentic AI can operate autonomously, making real-time decisions based on data analysis and continuous learning. This autonomy enables these systems to provide more dynamic and context-aware interactions, significantly improving the citizen experience.

For example, the California Department of Transportation, known as Caltrans, is leveraging AI to address transportation challenges, including the use of generative AI to improve traffic flow and safety. This is the kind of forward-thinking approach that agentic AI can bring to the table, and it’s something that government leaders need to start considering now.

Considerations For Deploying Agentic AI in the Public Sector

While the technology offers numerous benefits, it can also raise concerns among citizens. Effective communication and engagement strategies are vital to address these concerns and build public confidence. By emphasizing transparency, accountability and the equitable use of agentic AI, we can ensure that these technologies are embraced by the communities we serve, leading to more responsive and effective public services.

Take Missouri, for example. It launched DORA, an AI-powered chatbot to help citizens with frequently asked questions about taxes, motor vehicles, driver’s licenses and more. The chatbot is accessible 24/7 and is also available to assist via Facebook Messenger or by texting from a mobile device. The department recently released an updated version, which uses AI generative enhancements to better respond to customer inquiries.

Another important aspect is the AI agent's personality. Nearly all public service executives agree that maintaining a consistent AI personality is critical for citizen-facing agents over the next three years. A well-crafted AI voice can align with public values — transparent, empathetic and clearly government-owned. By moving beyond generic AI agents, we can make sure that public services feel human, inclusive and trustworthy, and foster a deeper connection with citizens.

But the potential of agentic AI isn't limited to citizen interactions; it also extends to the workforce. Our research shows that 68% of public service leaders report a need to upskill or reskill their employees, including those with disabilities, in gen AI tools and technologies within the next three years. 

This is crucial because as AI takes on more tasks, human roles will evolve. To succeed, agentic AI needs to be seen as an enabler rather than a replacement, and that starts with equipping employees with the right tools and training.

For example, a policy analyst might now build automations or simulations, while a field inspector could manage a team of data-driven robots. By promoting a culture of continuous improvement and collaboration, we can ensure that our workforce remains agile and adaptable. This will drive innovation, improve outcomes and transform public sector processes.

Agentic AI can also help address workforce gaps and enhance service quality. By equipping employees with AI-driven solutions like natural language processing for public feedback analysis and workflow automation to reduce bureaucracy, agencies can transform employee expertise into solutions that improve processes and outcomes for both employees and citizens.

Four Steps to Benefit From Agentic AI

The future of public service is already being transformed by agentic AI and early adopters are already seeing the impact. Here are a few steps that government leaders can take to get started:

• Invest in robust AI and data infrastructure: AI agents need a platform to support them, allowing them to access and process diverse types of information. This includes large language models, vector databases and integrated enterprise data. Think of it as laying the groundwork for a well-functioning beehive, where each agent has the information it needs to make smart decisions.
• Develop clear agentic AI governance frameworks: Trust is built through transparency and accountability. Define clear policies for AI-generated content and public records to maintain accountability in AI-driven service delivery. Communicate AI’s role and impact openly with citizens and employees to foster trust. This means setting rules for how data is collected, stored and used, ensuring it’s clean and ready to go.
• Empower your workforce with agentic AI tools: Equip your employees with AI-driven solutions like natural language processing for public feedback analysis and workflow automation to reduce bureaucracy. Develop AI-focused training programs and career pathways to help public servants adapt to evolving technologies. Promote a culture of continuous improvement where agentic AI is used to refine public services and improve accessibility.
• Personalize services for citizen context: Personified AI can create meaningful, empathetic interactions tailored to citizens’ specific situations and backgrounds. Move beyond demographic data by incorporating qualitative insights and past interactions to personalize AI-driven services. This will strengthen trust between citizens and AI-agents, making public services more inclusive and user-centered.

The adoption of agentic AI in governments is not a question of if, but when. With solid infrastructure, clear governance and continuous upskilling of the workforce, governments can harness this technology to create more efficient, transparent and personalized services. Embracing agentic AI not only paves the way for innovative solutions but also fosters a more inclusive and responsive public sector, ultimately enhancing the quality of life for all citizens.

Anita Puri is global public service lead at Accenture.