The Impact of AI Agents in National Civilian Government: Social Benefit Appeal Use Cases and Beyond

This IDC Perspective discusses how AI agents are attracting interest from government departments and agencies, globally. The early investigations of the applicability of AI agents span both front-end digital service experiences, and back-office mission specific tasks, such as social benefits appeal use cases."Early-stage experimentation of GenAI in both the public and private sectors focused on using standalone LLMs to help individuals or teams improve productivity. However, sustainable business value will come from use cases where core GenAI technologies are combined with other automation tools, such as AI/ML and RPA, as well as data, content, and knowledge, to build and orchestrate agents that can improve the effectiveness of end-to-end business processes and decisions." - IDC Research Director Massimiliano Claps