Authors: Dilorom Khurshidovna Qodirova, Zarina Sanzharbekovna Ibragimova, Akmal Bahodirovich Murodov, Dilorom Khurshidovna Qodirova
Abstract: The convergence of Salesforce technologies with Artificial Intelligence (AI) is catalyzing a paradigm shift in public service delivery and administrative reform. Traditionally hampered by legacy systems, siloed data, and rigid workflows, public sector institutions are now embracing AI-integrated CRM platforms like Salesforce to modernize operations and enhance citizen engagement. This paper examines how Salesforce-AI integration is transforming public services through case-based analysis across multiple governance domains. It explores the impact of automation, predictive analytics, and service personalization on efficiency, transparency, and inclusivity in public administration. Real-world case studies from municipalities, health departments, and social welfare agencies illustrate the tangible benefits and strategic insights gained from these digital reforms.
DOI: https://doi.org/10.5281/zenodo.16315539
