Agentic AI is transforming how governments serve their people and help their workers.

Right now, governments all around the world are using a new type of AI called agentic AI to make their services better for everyone. Agentic AI is not like regular AI that just answers questions. Instead, it is an AI helper that can actually do tasks without someone telling it exactly what to do each time. Think of it like having a smart assistant that learns what you need and then goes and does it for you.

How agentic AI is making government services more accessible to residents.

Imagine you call a government office because you need help with benefits or paperwork. Right now, you might wait on hold for a long time. With agentic AI, here is what happens instead: when you call, a real person picks up—but they have an AI helper working with them. The AI listens to your question, finds the right forms you need, schedules a follow-up appointment, and even writes down a summary of your call. All of this happens while the person focuses on being kind and understanding. This means you get real help from a real human, but way faster. Studies show that these AI helpers are cutting call times by up to 30 percent. That is a huge difference for people who are waiting for help.

Agentic AI is making work better for government employees.

Here is something really important: agentic AI is not replacing workers. It is actually making workers' jobs better and less stressful. Government employees used to spend hours doing boring tasks like switching between computer screens, filling out forms, and organizing paperwork. This made them tired and burned out. Now, agentic AI does these repetitive tasks. Workers can focus on the parts of their job that really matter—like listening to people and helping them solve real problems. In fact, research shows that when government workers use AI helpers, they are happier, less stressed, and better at their jobs.

Researchers are studying how humans and AI can work together better.

Scientists are learning more about how humans and AI agents can collaborate in ways that are even better. Dr. Chen's research explores how AI agents can work alongside humans in ways that make work easier and reduce how tired people get. This is about true collaboration—not AI doing everything, but AI and humans combining their strengths. Humans are good at understanding emotions, making creative decisions, and helping people feel heard. AI agents are good at organizing information, spotting patterns, and doing repetitive work quickly. When they work together, both do what they do best.

The bigger picture: Accessibility and inclusion for all.

Governments around the world are starting to understand that agentic AI is not just about being more efficient—it is about being fairer and more responsive to people's needs. When government services are faster and easier to use, everyone benefits, especially people who are already struggling or who need extra help. When workers are less stressed and happier, they do better work and treat people with more respect. This is what true accessibility looks like: everyone—workers and residents—gets the support they need. Agentic AI is helping create government systems that are faster, fairer, kinder, and more human.