Gartner Predicts 80% of Governments to Deploy AI Agents for Decision-Making by 2028

Brickinfo News Agency – A significant shift in global governance is underway as research indicates that at least 80% of government bodies will deploy AI agents to automate routine decision-making processes by 2028. This transition, highlighted during a briefing in Bangkok, suggests that public sectors are moving toward Decision Intelligence (DI) to enhance efficiency and service delivery while navigating the complexities of modern technology. The move aims to provide faster and more consistent public services, though it requires a fundamental change in how leaders manage digital infrastructure.

According to Gartner, the rise of multimodal AI and conversational systems has drastically expanded the scope of what public organizations can automate. Despite this potential, significant barriers remain. Data collected between July and September 2025 reveals that 41% of government organizations struggle with siloed strategies, while 31% continue to be hindered by legacy systems. These internal fragmentations suggest that simply upgrading technology is insufficient for successful digital transformation without a specialized focus on how decisions are actually made and governed.

The focus of governance is expected to shift from merely managing data and algorithms to the governance of the decisions themselves. This “decision-centric” approach is vital for maintaining public trust and ensuring transparency. By 2029, it is predicted that 70% of government agencies will mandate Explainable AI (XAI) and Human-in-the-Loop (HITL) mechanisms. These frameworks ensure that automated logic can be inspected and challenged, allowing humans to retain authority over high-risk cases and appeals.

“Government CIOs are under growing pressure to embed AI into decision-making capabilities rapidly and responsibly,” said Daniel Nieto, Sr. Director Analyst at Gartner. “Regulated industries and governments cannot rely on opaque ‘black box’ systems for consequential decisions. DI elevates explainability from a technical requirement to a governance imperative.”

Citizen experience is also evolving from a metric of interaction to a qualitative measure of trust. As AI streamlines service delivery, direct contact between citizens and government staff may decrease, making the reliability and fairness of automated systems more critical. Research shows that 50% of government respondents now prioritize improved citizen experience as a top objective. This shift allows for a more proactive engagement model, where governments can anticipate needs rather than simply reacting to requests.

Ultimately, the goal of implementing Decision Intelligence is to balance high-speed automation with human judgment. By making decision pathways explicit and auditable, governments can operationalize trust. This structural foundation is intended to reduce delays and enhance perceived fairness, ensuring that as digital services become more automated, the accountability of public institutions remains intact.