{"id":102085,"date":"2026-04-08T08:00:19","date_gmt":"2026-04-08T11:00:19","guid":{"rendered":"https:\/\/abes.org.br\/?p=102085"},"modified":"2026-03-18T13:28:48","modified_gmt":"2026-03-18T16:28:48","slug":"gartner-preve-que-pelo-menos-80-dos-governos-implementarao-agentes-de-ia-para-automatizar-a-tomada-de-decisoes-rotineiras-ate-2028","status":"publish","type":"post","link":"https:\/\/abes.org.br\/en\/gartner-preve-que-pelo-menos-80-dos-governos-implementarao-agentes-de-ia-para-automatizar-a-tomada-de-decisoes-rotineiras-ate-2028\/","title":{"rendered":"Gartner predicts that at least 801% of governments will implement AI agents to automate routine decision-making by 2028."},"content":{"rendered":"

To achieve faster, more consistent, and explainable decisions at scale, CIOs must migrate to decision-centric operating models while preserving public trust.<\/em><\/p>\n

\"\"<\/p>\n

At least 80% of governments will implement agents of\u00a0<\/a><\/span>AI<\/span><\/span>\u00a0<\/span>to automate routine decision-making, improving efficiency and service delivery by 2028, according to\u00a0Gartner, Inc.<\/b>., a business insights and technology company.<\/p>\n

\u201cGovernment CIOs are under increasing pressure to incorporate the\u00a0AI<\/span><\/a><\/span>\u00a0"to the ability to make decisions quickly and responsibly," he says.\u00a0Daniel Nieto<\/span><\/a><\/span>, Senior Analyst Director at Gartner. \u201cThe rise of multimodal AI, along with conversational and agentic systems, has expanded what public organizations can automate, understand, and anticipate.\u201d<\/p>\n

\u00a0However, one of the most persistent obstacles to achieving value with AI in governments<\/span><\/a><\/span>\u00a0It's fragmentation. According to a Gartner survey conducted between July and September 2025 with 138 participants from government organizations worldwide, 41% of respondents cited isolated strategies and 31% mentioned legacy systems as the main challenges to the adoption and implementation of digital solutions.<\/p>\n

\u00a0\u201c"Technological modernization, by itself, has not solved these issues," Nieto stated.<\/p>\n

Governance must shift from models to decision-making.<\/b><\/p>\n

As AI transitions from experimentation to deep integration into decision-making, governance approaches must also evolve. Traditionally, the\u00a0AI governance<\/span><\/a><\/span>\u00a0has focused on the management of models, data, and algorithms.<\/p>\n

However, decision intelligence shifts this focus to the governance of the decisions themselves, for example, how they are designed, executed, monitored, and audited. This shift in governance is especially critical in government, where public legitimacy depends on transparency and impartiality.<\/p>\n

Gartner's research found that 391,300 respondents cited improved services and citizen satisfaction as the main reasons for investing in building the\u00a0citizens' trust<\/span><\/a><\/span>. Decision intelligence provides a structural basis for operationalizing this trust by making decision paths explicit and auditable.<\/p>\n

\u201cBy governing decisions, rather than just isolated AI components, governments can better balance automation with human judgment, especially in high-risk contexts or those that impact rights,\u201d says Nieto. \u201cRegulated industries and governments cannot rely on opaque 'black box' systems for important decisions. Decision intelligence elevates explainability from a technical requirement to a governance imperative.\u2018<\/p>\n

Due to the need for transparency in decision-making, Gartner predicts that by 2029, 70% of government agencies will require explainable AI (XAI) and human-in-the-loop (HITL) mechanisms for all automated decisions impacting citizen service delivery. XAI and HITL projects are fundamental to decision intelligence in the public sector. These mechanisms ensure that decision logic can be inspected, explained, and questioned. Thanks to XAI and HITL, humans also retain authority over exceptions, appeals, and high-risk cases, and accountability is preserved even with increased automation.\u00a0<\/b><\/p>\n

Citizen experience becomes a qualitative measure of the value of AI.<\/b><\/p>\n

While efficiency remains important, citizen trust in the government's ability to deliver effective services is becoming a key driver of digital transformation. Fifty percent of government respondents cited improving the citizen experience as one of their top three priorities.<\/p>\n

\u00a0\u201cAs AI and decision intelligence increasingly automate and simplify service delivery, the traditional notion of \u2018citizen experience\u2019 evolves,\u201d says Nieto. \u201cWhen citizens receive what they need from the government automatically, direct interactions may decrease, making trust in the reliability, impartiality, and transparency of the system even more crucial. Because trust is so essential in these situations, the predictive ability to anticipate potential needs can reshape how government digital services are delivered.\u201d<\/p>\n

\u00a0Decision intelligence allows governments to redesign decision flows in citizen-facing services, moving from reactive, process-driven interactions to proactive, personalized engagement. This not only improves consistency and reduces delays, but also increases the perception of impartiality and builds public trust, even if direct contact with government staff becomes less frequent.<\/p>\n

Gartner analysts will comment further on this and other data-related topics at [event name]. Gartner Data & Analytics Conference<\/span><\/b><\/a><\/span>, which will take place on April 28th and 29th in S\u00e3o Paulo (SP).<\/p>\n

Gartner is the world authority on AI.\u00a0<\/span><\/b><\/p>\n

Gartner is the indispensable partner for C-level executives and technology vendors as they implement AI strategies to achieve their mission-critical priorities. The independence and objectivity of Gartner's insights provide clients with the confidence needed to make well-informed decisions and unlock the full potential of AI. C-level clients are using Gartner's AI tool.\u00a0<\/span>AskGartner<\/span><\/a>\u00a0for\u00a0<\/span>define\u00a0How to leverage AI in your business. With over 2,500 business and technology experts, 6,000\u00a0<\/span>insights\u00a0With numerous articles and over 1,000 AI use cases and case studies, Gartner is the world authority on AI. More information can be found [here\/at this link].\u00a0<\/span>on here<\/span><\/a>.<\/span><\/p>\n

About the Gartner Data & Analytics Conference<\/b><\/p>\n

Gartner analysts will provide further analysis on Data and Analytics trends at the Gartner Data & Analytics Conferences, which will take place on April 28 and 29.Sao Paulo<\/span><\/a><\/span>(Brazil), May 11-13London<\/span><\/a><\/span>(United Kingdom), May 19-21Tokyo<\/span><\/a><\/span>(Japan), June 16 and 17 inSydney<\/span><\/a><\/span>(Australia) and September 21 and 22 inMumbai<\/span><\/a><\/span>(India). Follow the news and updates from the conference atX<\/span><\/a><\/span>andLinkedIn<\/span><\/a><\/span>using#GartnerDA<\/span><\/a><\/span>.<\/p>\n

About Gartner for Government and Public Sector<\/span><\/b>\u202f\u00a0<\/span><\/p>\n

O\u00a0Gartner for Government and Public Sector\u00a0<\/i>Equips IT leaders and their teams with objective and practical insights and tools to make faster, smarter decisions and achieve stronger performance on mission-critical priorities. Additional information is available at [link\/resource].\u00a0https:\/\/www.gartner.com\/en\/industries\/government-public-sector\/all<\/span><\/a><\/span>. Follow the news and updates from Gartner for Government and Public Sector at [website\/platform name].\u00a0X<\/span><\/a><\/span>\u00a0and in\u00a0LinkedIn<\/span><\/a><\/span>.<\/p>\n

About Gartner\u00a0<\/b><\/p>\n

Gartner, Inc. delivers objective, actionable insights that drive smarter decisions and better performance for enterprises\u2019 mission-critical priorities. To learn more, visit\u00a0www.gartner.com<\/span><\/a><\/span>.<\/p>","protected":false},"excerpt":{"rendered":"

Para alcan\u00e7ar decis\u00f5es mais r\u00e1pidas, consistentes e explic\u00e1veis em escala, os CIOs devem migrar para modelos operacionais centrados em decis\u00f5es, ao mesmo tempo em que preservam a confian\u00e7a p\u00fablica Pelo menos 80% dos governos implementar\u00e3o agentes de\u00a0IA\u00a0para automatizar a tomada de decis\u00f5es rotineiras, melhorando a efici\u00eancia e a presta\u00e7\u00e3o dos servi\u00e7os at\u00e9 2028, de acordo 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