According to a new Salesforce report titled Connected Citizen, every Indian respondent surveyed said they would be willing to use AI agents to interact with government services. The report covered 11,500 people globally, with 1,000 respondents from India. It highlights a strong public appetite for AI-led transformation in governance, ranging from automated enrolments to personalised notifications.
Nearly 95% of respondents want to be auto-enrolled in eligible schemes, and 94% support having pre-filled forms and AI-generated emergency response coordination. In addition, 86% expect government bodies to proactively offer relevant services.
Agentforce and the Promise of Digital Labour
To address this demand, Salesforce recently launched Agentforce for Public Sector, a platform that augments government workers with intelligent AI agents. These digital agents can autonomously manage routine, high-volume tasks while staying within defined policy and security boundaries.
Arundhati Bhattacharya, CEO of Salesforce South Asia, commented that India’s fast-paced digital transformation makes it the perfect candidate for AI-enhanced public sector delivery. “AI agents can deliver services faster, more intuitively, and more inclusively,” she said.
Challenges with Current Public Interfaces
Despite India’s digital ambitions, public services often remain clunky and confusing. Around 62% of Indian users say they’ve missed critical deadlines — like filing forms or renewing services — due to complicated processes.
Top barriers cited include lack of digital options, unclear instructions, multiple steps across different websites, and long wait times for basic information. These inefficiencies underline why citizens are increasingly drawn to AI solutions that offer speed, clarity, and convenience.
Trust and Transparency Are Still Critical
While excitement around AI is high, citizens are not blind to the risks. Data privacy and loss of human connection were identified as top concerns. According to the survey, 53% want assurances their data will remain secure, while 46% prefer fewer websites and simplified steps.
Salesforce emphasizes that AI deployment must be done responsibly — pairing automation with transparency, user education, and human oversight.
India’s Digital Future is AI-Ready — But Must Be Trust-First
India is poised to lead in AI-powered governance, but public trust will be the key to scale. Tools like Agentforce offer promise, but they must work alongside human systems to create responsive, inclusive, and ethical public service delivery.
