Maximus has integrated Salesforce’s Agentforce into its Total Experience Management (TXM) platform to revolutionise public sector customer service. TXM, launched in 2024, is a cloud-based suite that aims to enhance agency missions and streamline government service delivery through advanced AI and automation.
“The next generation of CX for public sector agencies has arrived, and Maximus is leading the way through our commitment to continuous process improvement for the experiences of customers and employees,” said Mike Raker, CTO, Maximus. “With the integration of Agentforce, we’re empowering agency leaders to implement Maximus TXM and a host of AI-driven technologies to deliver the right services to the right people at the right time while demonstrating a successful path to the future of CX.”
By embedding AI-driven insights and automation capabilities, TXM enables agencies to optimise interactions, reconfigure workflows in real-time, and reduce operational costs. Serving one in three Americans annually, Maximus also leverages its expertise to help public agencies enhance service quality while maintaining efficiency.
“The collaboration between Salesforce and Maximus combines our experience across public sector agencies, cloud solutions, and AI to create powerful, integrated CX solutions that are mission ready,” said Kevin Paschuck, EVP, North America public sector & education, Salesforce. “Together, we’re elevating and transforming how government agencies deliver services more effectively to meet the expectations of their constituents.”
In addition, with Agentforce’s AI capabilities, TXM allows agencies to identify automation opportunities and integrate AI-powered agents into daily operations. The platform continuously learns from data-driven insights, reducing wait times and improving service delivery.
Agencies can improve customer satisfaction, operational effectiveness, and long-term efficiency through real-time analytics and AI-driven decision-making.