India Prepares for AI-Driven Public Services

Indian citizens are showing strong readiness for AI-driven governance. According to Salesforce's new Connected Citizen research, 100% of Indian respondents expressed willingness to use AI agents for interacting with the public sector, indicating a significant shift in how people wish to engage with government.

The study reveals that citizens are seeking faster, proactive, and more personalized services. A majority expect 24/7 support, quicker responses, and enhanced data security. However, many find government interactions cumbersome, with nearly two-thirds reporting missed deadlines due to complex processes and lack of digital options.

To address these challenges, Salesforce has introduced Agentforce for Public Sector, a platform designed to augment government workers with AI agents. These intelligent digital agents can autonomously manage routine and complex tasks, allowing human staff to focus on empathy, creativity, and problem-solving in high-value cases.

Arundhati Bhattacharya, President and CEO of Salesforce South Asia, stated, “India's digital transformation is among the most ambitious globally, and AI agents offer a transformative opportunity to reimagine government services, making them faster, more intuitive, and inclusive.”

Citizens are particularly enthusiastic about AI agents that provide round-the-clock access to services, simplify paperwork, and deliver personalized support. However, concerns about data security, loss of human connection, and the pace of technology adoption remain, emphasizing the importance of trust and transparency in AI deployment.

With India already leading in digital public infrastructure, the research highlights that AI agents present a major opportunity to build more responsive, connected, and impactful citizen experiences, and Indians are ready to embrace it.