Salesforce’s Jennifer Ward on how AI is reshaping public sector workflows

Jennifer Ward, Vice President of Solution Engineering at Salesforce, discussed the transformative potential of AI agents in advancing government services. She highlighted AI’s capability to handle constituent inquiries, guide processes and seamlessly transition tasks to human agents. Ward emphasized the need for a robust data platform that handles structured and unstructured data, supports real-time data retrieval and integrates with workflow systems. She also noted that Salesforce addresses these challenges by providing a unified platform to streamline AI implementation, aiming to enhance government efficiency and service delivery.