AI in government: How it's being used and future trends

According to the Zendesk Customer Experience Trends Report 2025, 61 percent of consumers say they expect more personalized service with AI. These rising expectations are now influencing public services, prompting them to explore new ways of implementing AI in government to meet the evolving demands of citizens.

Governments are redesigning service delivery to improve efficiency and provide people with more reliable support. This article explores the key ways AI is changing government services and what this means for citizens today and tomorrow.

More in this guide:

• Benefits of using AI in government

• Common AI use cases in government

• Challenges of implementing AI in the public sector

• AI trends defining the future of government

• Frequently asked questions

• Customer story module

• Making AI work for the public good

Benefits of using AI in government 

With its growing range of capabilities, AI in the workplace is fundamentally transforming how organizations operate. In government, these capabilities are streamlining internal processes and improving how agencies respond to public needs.

Here are some of the specific benefits:

• Better citizen experience: Government agencies can respond faster and more accurately to people’s inquiries using AI, simplifying access to public programs.

• More informed decision-making: AI analyzes large datasets to surface insights that help leaders make evidence-based decisions.

• Operational efficiency: By automating routine tasks like data entry and case routing, AI frees up staff time and reduces human error.

• Optimized resources: AI helps agencies predict demand and allocate staff and funding where they’re needed most.

Together, these benefits lay the foundation for more citizen-centered services across every level of government.

Common AI use cases in government

Government agencies are already putting AI to work in measurable ways. Whether improving internal operations or enhancing public-facing services, the following use cases show how AI can help solve challenges and improve performance.

Internal workflow automation

Many government processes still rely on manual, time-consuming tasks that slow operations and drain staff resources. Agencies can now use AI to automate repetitive workflows like data entry or document processing. For example, automating permit or license applications can significantly reduce backlogs and improve turnaround times for citizens.

Zendesk uses AI-powered ticketing to automatically organize, prioritize, and route citizen inquiries to the right teams. This streamlines request management, helping agencies operate more efficiently behind the scenes and deliver better service.

Public engagement and service delivery

AI-powered tools help citizens quickly find reliable information and navigate complex government services. AI agents, for example, can handle routine tasks like checking the status of permit applications or providing guidance on eligibility criteria for public benefits. This ensures citizens get timely, accurate answers 24/7.

Similarly, AI knowledge bases offer searchable, up-to-date resources that empower users to resolve issues on their own, reducing pressure on support teams. Across various sectors, these technologies enhance accessibility and increase overall citizen satisfaction.

Fraud prevention and compliance

AI also helps government agencies proactively detect fraud and uphold regulatory standards with greater consistency. It does this by analyzing large datasets to flag unusual patterns that might indicate fraudulent activity, such as identity mismatches or duplicate benefit claims.

For compliance, organizations can use AI to streamline audits and flag cases that warrant closer review. These capabilities reduce the margin for error and give teams a clearer view of where risks are developing before they become systemic issues.

Predictive analytics and decision support

Lastly, AI gives public sector teams a forward-looking view that helps guide critical decisions. If data signals a spike in benefit applications, for instance, agencies can adjust staffing plans or streamline approval processes before delays grow.

This also supports higher-level strategy by revealing which policies or programs have delivered the strongest outcomes in similar situations. With this kind of insight, leaders can act confidently and make more intentional decisions.

Challenges of implementing AI in the public sector

While AI brings significant benefits to government operations, adopting it at scale also introduces new challenges. Below are some of the most pressing issues public sector teams may face when implementing AI.

Data privacy concerns

Government agencies often work with highly sensitive information, from health records to financial data. Using AI to process this information can increase the risk of exposure if systems lack strong privacy safeguards. Any misstep in data handling can compromise public trust and lead to serious compliance issues.

To mitigate those risks, any AI solution used in the public sector must be built with security in mind. Zendesk uses enterprise-grade controls, access permissions, and infrastructure designed to prioritize customer data protection throughout the service process.

Ethical considerations

AI in public services raises important ethical questions, particularly around transparency and accountability. To address this, AI transparency is critical to help citizens understand how decisions are made. For example, if AI is used to help determine benefit eligibility, the organization should be able to explain which factors the system considers, how these factors are weighed, and why a particular outcome was reached.

With Zendesk, organizations have full visibility into when AI is used and how it operates within the service process. Zendesk only releases tools that meet specific standards for accuracy and performance, helping government teams deploy automation responsibly and maintain public trust.

Bias and misinformation risks

AI systems are only as reliable as the data they’re trained on. If that data reflects existing biases, the results can reinforce inequality or lead to unfair outcomes. Reducing bias in conversational AI is especially important to ensure responses remain fair and inclusive. Misuse of AI can also erode public trust and spread misinformation at scale.

Zendesk works to reduce these risks by training its AI models on carefully sourced, relevant datasets and continuously monitoring them for quality and performance. This helps agencies provide consistent, trustworthy responses while maintaining high ethical standards.

Resource constraints

Limited budgets and staffing shortages often slow the adoption of AI in government, making it difficult for government organizations to invest in new technologies or maintain them effectively. These constraints can delay modernization efforts and leave teams stretched thin trying to meet rising public expectations.

Zendesk helps overcome these hurdles by offering scalable AI solutions that integrate smoothly with existing systems and require minimal upfront resources. Its user-friendly tools reduce the need for extensive technical expertise, enabling teams to implement automation faster and focus their limited capacity on strategic priorities.

AI trends defining the future of government

AI technology continues to evolve rapidly, presenting new possibilities for public sector innovation and service delivery. The following emerging trends highlight how governments are leveraging AI to better serve citizens.

• Personalized public services: New advances in AI are making it easier for governments to tailor information and services to individual needs, such as customizing benefit eligibility notifications or offering language-specific resources.
• Generative AI: Public sector teams are increasingly using generative AI to accelerate tasks like document drafting, policy summaries, and knowledge management.
• Agentic AI: These autonomous systems can independently manage tasks and adjust workflows in real time, helping governments deliver more adaptive services.
• AI copilots: More agencies are implementing AI copilots to support staff with task recommendations, context retrieval, and real-time assistance.
• Expansion across sectors: Adoption of AI is growing across more government sectors like public health, transportation, and education, enabling broader and more integrated solutions.

Together, these trends point to a future where AI is a foundational part of how government services are designed and delivered.

Frequently asked questions

Transforming public services with AI

Using AI in government is a strategic move toward more resilient public services. When implemented thoughtfully, AI gives public servants the tools they need to focus on higher-impact work and ultimately deliver stronger, more consistent support to the people they serve.

Zendesk helps make that possible with secure, purpose-built AI tools that improve workflows, increase transparency, and elevate the citizen experience. Explore Zendesk AI to see how your team can lead the way in modern service delivery.