Salesforce survey reveals high support for AI in Singapore

Salesforce has conducted new research showing significant public support for Agentic AI solutions in public service across Singapore.

The survey involved around 11,750 adult respondents from across 18 different countries, including some 500 individuals in Singapore. It revealed that a large majority of the Singaporean public not only finds governmental interactions positive but also demonstrates a high willingness to adopt AI agents in these interactions.

In Singapore, only 12% of respondents reported difficulty in interacting with the government when they had questions or required assistance. Additionally, over two-thirds found it easy to understand which public services (74%) and public assistance programs (67%) were available to them, the report showed.

The research indicates that 98% of respondents in Singapore expressed a willingness to use AI agents for interacting with the public sector. This places Singapore as the second most willing country out of the 18 surveyed, showing a unique openness to integrate AI into public service engagements.

Sujith Abraham, Senior Vice President and General Manager of Salesforce ASEAN, commented on the findings: "AI agents represent a revolutionary innovation that will help governments meet citizens where they are; easier access, 24/7 service, and streamline operations.

"To meet rising citizen expectations, governments must seize the opportunity of AI solutions like Agentforce," he said.

Abraham further elaborated on Singapore's position, noting, "Singapore has long been a leader in digital and AI adoption with initiatives like the Smart Nation Vision that embed emerging technologies at the heart of its citizen delivery approach.

"The same applies to AI agents - Singapore needs to act now in the face of such a transformative technology to improve lives and unlock further economic opportunities," he said.

The survey identified top service delivery improvements desired by Singaporean constituents, which include reducing the number of steps needed to address their needs, improving data security, and ensuring faster responses to their inquiries. Additionally, respondents prioritised 24/7 access to information and services, efficient access to government resources, and reducing the number of steps required to resolve their issues.

The data reflect an apparent trust in AI solutions to augment public services, potentially leading to streamlined operations and improved public satisfaction. With a significant majority of Singapore's population ready to embrace AI in public services, this research highlights a substantial opportunity for the Singapore government to enhance its service delivery through digital solutions.

Salesforce helps organizations reimagine their business with AI. Agentforce — the first digital labor solution for enterprises — integrates with Customer 360 applications, Data Cloud, and Einstein AI.