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AI use cases

AI use cases in government

17 AI agents that government companies run today, grouped by the team they work for. For each one: the process, what the AI does, where people step in and the result the company reported.

Customer service

In production · reported 2026

105% more residents assisted

Driver license questions and eligibility checks

US state public safety agency

What the AI does
Answers licensing questions in English or Spanish, sends resources by text or email and checks renewal eligibility and mailing status in the mainframe licensing system.
Where people step in
During hours, chats transfer to reps with full context; otherwise a form collects details for follow-up.
Systems
CRM · Mainframe · Contact center · Web chat

In production · reported 2026

-97% cost per interaction

Non-emergency inquiries and case updates

Two UK police forces

What the AI does
Handles routine non-emergency inquiries and case-update requests in web chat, recommends next steps and detects high-risk situations using approved information.
Where people step in
Offers instant handoff to a trained operator via live web chat when a case needs a human.
Systems
Web chat · Portal · CRM

In production · reported 2026

~90% stay on line through resolution

Timetable inquiries by phone

German city bus and tram operator

What the AI does
Answers timetable inquiries by phone 24/7 without menu navigation.
Where people step in
A small share of calls go to a human.
Systems
Phone · Portal

In production

Program start time: 28 days to 5

Patient referral outreach and enrollment

UK diabetes prevention program provider

What the AI does
Picks the channel, sequences contact attempts, reads responses, enrolls patients, screens and validates eligibility before booking, and sends reminders.
Where people step in
Complex cases escalate in one click to a priority contact center queue with full context.
Systems
SMS · Email · Phone · Contact center

In production · reported 2026

66% of qualified calls resolved

Tenant phone service for repairs and rent

German public housing association

What the AI does
Identifies tenants, retrieves information in real time, triggers processes and updates records in the ERP, deleting personal log data on schedule.
Where people step in
Defined fallback scenarios and routing logic are in place.
Systems
ERP · Phone

Operations

In production · reported 2026

-97% cost per interaction

Non-emergency inquiries and case updates

Two UK police forces

What the AI does
Handles routine non-emergency inquiries and case-update requests in web chat, recommends next steps and detects high-risk situations using approved information.
Where people step in
Offers instant handoff to a trained operator via live web chat when a case needs a human.
Systems
Web chat · Portal · CRM

In production · reported 2026

75% resolve rate

Event attendee concierge

International organization

What the AI does
Answers logistics questions in the event app and books, reschedules or cancels meetings, adds or removes sessions and collects feedback surveys.
Where people step in
An ethics team red-teamed the agent before launch.
Systems
Mobile app · CRM · Data platform

In production

Program start time: 28 days to 5

Patient referral outreach and enrollment

UK diabetes prevention program provider

What the AI does
Picks the channel, sequences contact attempts, reads responses, enrolls patients, screens and validates eligibility before booking, and sends reminders.
Where people step in
Complex cases escalate in one click to a priority contact center queue with full context.
Systems
SMS · Email · Phone · Contact center

In production · reported 2026

66% of qualified calls resolved

Tenant phone service for repairs and rent

German public housing association

What the AI does
Identifies tenants, retrieves information in real time, triggers processes and updates records in the ERP, deleting personal log data on schedule.
Where people step in
Defined fallback scenarios and routing logic are in place.
Systems
ERP · Phone

In production · reported 2026

RCA coverage <20% → >99%

Production quality root-cause analysis

US weapon system manufacturer

What the AI does
Combines engineering test, production quality and operations data to drive root-cause analysis.
Systems
Manufacturing data platform

Finance

In production · reported 2025

-85% invoice processing time

PO and non-PO invoice processing

US government services provider

What the AI does
Receives invoices through a central inbox, extracts data from PO and non-PO invoices and routes them into the procurement system.
Where people step in
The AP team reviews and validates invoices before export.
Systems
Email · Procurement system

In production · reported 2024

-70.7% AP manual effort

AP invoice and tonnage certificate processing

Major European maritime port authority

What the AI does
Extracts invoice and tonnage certificate data, retrieves ERP master data for validation and posts documents touchless to the ERP.
Where people step in
Business users validate documents; confidence thresholds rise over time as trust grows.
Systems
ERP · Procurement platform

Procurement

In production

$10M+ cost avoidance

RFQ distribution and bid collection

Large US public transit agency

What the AI does
Sends RFQs to multiple vendors, including recommended new ones, collects bids for side-by-side comparison and records compliance data.
Where people step in
Buyers compare bids and choose the vendor to award.

Supply chain

In production · reported 2025

Up to 200x efficiency gain

Supply shortage anticipation and response

US defense technology manufacturer

What the AI does
Anticipates supply shortages and supports the response to them.
Systems
Manufacturing data platform

In production · reported 2026

Weeks → <1 hour

Shipyard material review

US submarine industrial base shipyard

What the AI does
Automates the shipyard's material review process.

HR

In production · reported 2026

350+ production AI agents governed

Governance of production AI agents

UK business process outsourcer

What the AI does
Detects, registers and monitors 350+ AI agents across cloud platforms and orchestrates their access to ERP, CRM and HR systems, including a recruitment agent.
Where people step in
An AI charter and a governance forum review use cases; the company pursues ISO 42001 compliance.
Systems
Integration platform · ERP · CRM · HR systems

In production

50% reduction in IT Tier 1 FTEs

Tier 1 IT and HR support

US federal technology services contractor

What the AI does
Resolves recurring Tier 1 requests such as software provisioning and login issues, and answers questions from 600+ policies.
Where people step in
IT and HR staff handle non-Tier-1 work under strict government cybersecurity rules.
Systems
Slack/Teams · File storage · HR systems

In production

5-7 hrs/week saved

Recruiting pipeline tracking and reporting

US government contractor

What the AI does
Applies the contract manager's counting rules to recruiting trackers across languages, locations, clearance levels and stages, producing a live, filterable summary.
Systems
Document management · Spreadsheets

IT

In production · reported 2026

350+ production AI agents governed

Governance of production AI agents

UK business process outsourcer

What the AI does
Detects, registers and monitors 350+ AI agents across cloud platforms and orchestrates their access to ERP, CRM and HR systems, including a recruitment agent.
Where people step in
An AI charter and a governance forum review use cases; the company pursues ISO 42001 compliance.
Systems
Integration platform · ERP · CRM · HR systems

In production

50% reduction in IT Tier 1 FTEs

Tier 1 IT and HR support

US federal technology services contractor

What the AI does
Resolves recurring Tier 1 requests such as software provisioning and login issues, and answers questions from 600+ policies.
Where people step in
IT and HR staff handle non-Tier-1 work under strict government cybersecurity rules.
Systems
Slack/Teams · File storage · HR systems

In production

3,000+ hours saved annually

IT helpdesk ticket handling

Mid-sized US city government

What the AI does
Automates helpdesk tickets and answers employee IT requests in the team chat tool.
Systems
Slack/Teams

Anonymised summaries of public case studies published from 2023 to 2026. Company and vendor names are withheld. Figures are as the companies reported them; they are not Retexa results.

Questions

AI in government

What are the most common AI use cases in government?

In the 17 public cases we collected, AI agents in government work mostly in customer service, operations and hr. Examples: driver license questions and eligibility checks; non-emergency inquiries and case updates; timetable inquiries by phone.

Where do people stay in the loop?

Each card says where people step in. In this industry, for example: during hours, chats transfer to reps with full context; otherwise a form collects details for follow-up; offers instant handoff to a trained operator via live web chat when a case needs a human.

Are these Retexa results?

No. These are anonymised summaries of public case studies from 2023 to 2026, with company and vendor names withheld. Figures are as the companies reported them. Retexa builds the same kind of agents on top of the systems you already run.

Other industries

More AI use cases

See every industry and team on one map

AI use cases in logistics and freight31 examplesAI use cases in banking and finance33 examplesAI use cases in insurance32 examplesAI use cases in telecom13 examplesAI use cases in retail and e-commerce30 examplesAI use cases in healthcare37 examplesAI use cases in manufacturing33 examplesAI use cases in energy and utilities17 examplesAI use cases in travel and hospitality20 examplesAI use cases in real estate15 examplesAI use cases in software and SaaS35 examplesAI use cases in media and entertainment19 examplesAI use cases in automotive15 examplesAI use cases in consumer services21 examplesAI use cases in professional services26 examplesAI use cases in education9 examples

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