The Agentic Era has emerged as it introduces AI systems that can perceive, reason, and act autonomously under human oversight. The goal is not to replace state staff, but to change how work happens.
At its core, the Agentic State of Work moves agencies from rigid, process-driven operations to outcome-driven execution. Intelligent agents handle repeatable tasks at machine speed, assemble context, surface risks early, and guide next best actions. Human staff remain responsible for interpretation, equity, and can retain the final decision authority. This balance, following a comprehensive AI Governance program, allows agencies to scale capacity without sacrificing trust.
| "The goal is not to replace state staff, but to change how work happens. Human staff remain responsible for interpretation, equity, and retain the final decision authority." |
What Changes in the Agentic Era
The Agentic State of Work reorients four fundamental aspects of how government labor operations function:
| Outcomes over tasks | Legacy systems execute predefined steps and route work forward even when conditions no longer fit. Agentic systems interpret intent, maintain context, and allow cases to evolve. |
| System-driven organization | Legacy systems wait for human triggers and manual escalation. Agents proactively monitor, decide when to act, and surface options as work progresses. |
| Continuous context | Agentic systems maintain working memory across interactions, evidence, and decisions. Legacy systems force people to reassemble context from screens, notes, and prior actions. |
| Human effort on accountability | People focus on fairness, interpretation, and final decisions where judgment matters — not coordination, validation, and rework. |
By the Numbers
| 12–15 MONTHS Targeted implementation timeline vs. the industry standard of 18–24 months | 24/7 AI AGENTS Constituent virtual agents providing guidance, status checks & plain-language help | 4 PILLARS Implementation pillars: Claims & Adjudication, Program Integrity, Constituent Support, Security & Compliance |
LaborForce in Practice
Infosys LaborForce illustrates what this agentic shift looks like in practice by applying agent-based AI to the core work of state labor administration while allowing human judgment where it matters most. Built natively on Salesforce, Infosys LaborForce integrates intelligent agents with a governed data foundation and a robust trust layer.
Conversational intake augments static forms and adapts interviews in real time based on policy rules. Evidence is organized as it arrives, generating structured case summaries instead of forcing staff to start from raw inputs. Continuous risk scoring supports program integrity by identifying anomalies before funds are released, shifting agencies ethically from pay-and-chase to prevention-first models.
Just as important is the experience delivered to constituents. AI-powered virtual agents provide 24/7 guidance helping individuals complete applications, check status, and understand next steps in plain language. When conversations require human assistance, the handoff includes full context and history, reducing repeat contacts and frustration. The result is higher completion rates, fewer avoidable calls, and improved satisfaction during peak demand.
Key Capabilities at a Glance
| ▶ | Agentic execution embedded in core labor operations Infosys LaborForce applies agent-based AI directly to intake, adjudication, and integrity workflows — advancing work autonomously while preserving human judgment for determination, fairness, and appeals. |
| ▶ | Context built automatically as work progresses Conversational intake adapts interviews in real time based on policy. Evidence is organized as it arrives, and agents generate structured case summaries starting staff with clear information and status. |
| ▶ | Program integrity skewed toward prevention Continuous risk scoring ethically identifies anomalies before funds are released. |
| ▶ | Trust built in by design Native Salesforce architecture combines a governed data foundation with a robust trust layer — role-based access, audit logging, dynamic grounding, masking, zero data retention for third-party models, and audit-ready AI output. |
| ▶ | Systems flexible for scalability at volume Through configuration, agencies can implement additional automation using proven agents to allow staff to focus on higher-value work. |
Security, Compliance & Architectural Resilience
Security, privacy, and compliance remain central to this approach. Agentic capabilities operate within strict guardrails that include role-based access, audit logging, dynamic data grounding, masking, and zero data retention for third-party models. AI-generated summaries, recommendations, and risk indicators are captured with their sources and human acceptance or rejection, creating an audit-ready record that supports hearings and oversight.
A defining architectural choice behind LaborForce is decoupling AI from core business logic. As AI models, regulations, and security requirements evolve, agencies can adopt new capabilities through configuration rather than costly rewrites. The goal is to build a system that provides scalability at volume while avoiding dependency on any one AI technology in the rapidly changing marketplace.
Value for State Leaders
For state CIOs and program directors, the value is practical and measurable:
| 01Reduced Risk Proven government-grade Salesforce platform backed by experienced state labor implementers. 02Accelerated Delivery Integrated approach targets 12–15 months vs. the typical 18–24 month implementation. | 03Future-Ready Investment Cloud-native, AI-enabled platform expandable to UI, Paid Leave, Disability, and Licensing & Regulation. 04 Continuous Improvement Post-implementation support focused on adoption, calibration, and improvement — not one-time deployment. |
The Agentic State is already reshaping how claims are adjudicated, fraud is prevented, and constituents are served today. By combining machine intelligence with human accountability, state labor agencies can achieve scalability at volume, protect public funds, and deliver the responsive, fair, and trusted services constituents expect.
| Read the Full Report Ready to dive in for the full report by Infosys Public Services “Infosys LaborForce AI: Building the Agentic State of Work” covering implementation architecture, the AI governance framework, and detailed value propositions for state labor leaders. → Download the white paper at infosyspublicservices.com For more information askus@infosyspublicservices.com |
Content prepared in partnership with Infosys Public Services. Source: Infosys LaborForce AI White Paper, 2026.
