Agencies rely on many different data sources: spreadsheets, emails, even knowledge an individual program specialist has developed over years. When they’re helping a customer, it’s human employees who act as the “integration layer,” bringing all that information together. But that process introduces the risk of incomplete and inaccurate responses, and it’s often slow in an era when the public demands speed and efficiency.
Agentic AI can act as the connective tissue, bringing together information across systems and handling repetitive, rules-based functions. By automating workflows, it frees employees for the complex decision-making that requires human expertise. And it can do so without replacing the underlying systems.
“We don’t want to have agencies rip and replace all these different technologies to make the workflow more effective,” said Jonathan Alboum, Federal CTO of ServiceNow. “We want to use agentic AI on top of these fragmented systems so that they can be connected and drive real outcomes that help people.”
In this video interview, Alboum explains how agentic AI can help agencies meet their missions and better serve the public, while also making processes more human. Topics include:
- Why agentic AI is more powerful than stand-alone AI applications
- Why the issue isn’t technology but workflows
- How agentic AI builds on existing systems to make them more efficient