Salesforce analysis outlines conditions for government AI use

A Salesforce analysis on the use of artificial intelligence in government says public institutions need to prepare employees and improve data systems alongside acquiring new technology. It identifies a lack of AI skills as a barrier to effective use in the public sector.

Salesforce said employees need to understand AI tools, data management, security, accessibility and the limits of automated systems. It said governments handling sensitive information cannot depend entirely on outside technology companies for AI expertise.

The analysis said governments should decide which services are suitable for automation, which decisions should remain under human control, how residents can challenge incorrect outcomes and how sensitive information will be protected. It also said weak, outdated or fragmented data can limit AI systems and increase the possibility of inaccurate results.

Salesforce said AI could be used for tasks including document processing, fraud detection, infrastructure monitoring and digital public services. It said automated systems could handle repetitive work while employees focus on work requiring judgement, expertise and direct contact with the public.