Salesforce Launches AI-Enabled Platform for Public Sector

Salesforce is offering a new platform that delivers generative artificial intelligence technology for government contact center agents and case managers.

The Public Sector Einstein 1 for Service, built on the Einstein 1 platform, is designed to simplify case report generation, real-time call transcription capture and case interaction documentation and formatting, Salesforce said.

According to Boston Consulting Group, generative AI provides the government with a $11.75 trillion productivity opportunity; however, more than half of IT decision-makers in various industries do not see their data systems as AI-ready, citing the risks that come with the technology.

Salesforce said the Public Sector Einstein 1 for Service delivers trusted conversational and generative AI for more productive and efficient operations.

AI-enabled platform features include Caseworker Narrative Generation for summarizing large amounts of data; Service Cloud Voice for transcribing calls and providing contact center agents with recommended actions to address the concerns of callers; and Einstein Activity Capture for Public Sector, which automates data collection ad summary for caseworkers.