Governments globally are increasingly using automation to address the challenges of rising workloads, tighter budgets and fewer skilled staff.

By integrating AI agents into their operations, they can realize new levels of speed, consistency and scale. The result: smarter, more responsive digital public services and more time for employees to do meaningful, value-adding work.

But adopting these transformative tools is not straightforward. Governments need to identify the use cases that deliver most value, determine the appropriate level of autonomy for AI agents, and decide which decisions should remain in human hands. And they need do it all in a thoughtful, ethical and responsible way.

Our new point of view explains what AI agents are and how governments can use them to improve quality and trust in government services. It then sets out six steps technical leaders and architects can take to start integrating agentic AI effectively.

How AI agents take automation to the next level

  • They adapt and optimize processes, not just repeat them.
    While traditional automation follows pre-set instructions, AI agents can analyze data, understand context and continuously improve.
  • They make independent, intelligent decisions.
    Unlike conventional bots, AI agents perceive their environment, reason about it and act autonomously to achieve specific goals.
  • They coordinate complex, multi-step workflows.
    Rather than following a script, multiple AI agents – each with a defined role – can work together autonomously in intelligent networks to complete a task or manage a process.

“90% of public sector organizations are planning to explore, pilot, or implement agentic AI in the next two to three years.”

Data foundations for government: From AI ambition to action, Capgemini Research Institute 2025

Bringing clarity into the complexity of agentic AI

Our research shows that governments are eager to explore the potential of agentic AI. But fragmented legacy systems, strict compliance requirements and limited technical expertise make it complex to implement.

That is why our point of view offers clarity and practical guidance for technical leaders and architects navigating this emerging field. It shows how to build the right foundations, choose the right platforms and identify high-impact use cases that deliver quick wins. All without compromising trust, compliance or accountability.

From agentic vision to action: six steps to implementing AI agents

Our point of view makes clear that translating the potential of agentic AI into real-world benefits is as much about people and processes as it is about technology. From building solid foundations to setting up monitoring dashboards, the steps we outline will help governments unlock new value from these transformative tools.

To find out more, download our point of view.

Download the point of view