Agentic Innovation is ushering in a new era of service delivery and engagement for the public sector

Last year at Agentforce World Tour, Maximus announced the integration of Salesforce agents into workflows on its Total Experience Management platform (TXM). The combination of powerful AI agents with TXM presents agencies with the opportunity to identify how citizen service encounters can be improved using technology for task automation, contact center employee training, and reducing wait times by directing citizens using chat bots to answer routine questions while employees manage more complex cases. With AI agents able to integrate real-time data and feedback, agencies are not just empowered to elevate the citizen experience but can deliver on the promise for both citizen and agency employees.

But how exactly does the combination of TXM and agentic AI improve service delivery and citizen experience?

When a federal agency adopts a total experience mindset and steps into agentic AI, the results are dramatic. One agency reported an increase of over 250 percent of inbound contacts. Instead of being overwhelmed, their employees were able to resolve 100 percent of claims in a timely manner and cut processing time by 65 percent without adding a single new headcount. Being able to take advantage of automations, agile learning and feedback processes, and applying data for continuous improvement is the best path forward for federal government agencies committed to improving citizen experiences and being good stewards of financial resources.

With agencies, workers, and citizens at the beginning of the fourth iteration of the industrial revolution, the upheavals and opportunities introduced by intelligent technologies have only just begun. Federal agencies can move with confidence into this new era with trusted industry partners offering proven technology platforms that are mission-aligned across people, processes, and technology.