Intelligent agents capable of executing complex, end-to-end government transactions directly within a chat interface.

This case demonstrates the frontier of AI-powered services. Unlike generative AI, which creates text or images, Agentic AI performs actions. This example shows how an AI-Powered service can move beyond "answering FAQs" to actually "doing the work," executing complex workflows on behalf of the user while maintaining strict security protocols and ease of use.

The evolution

Traditional government chatbots are largely informational, primarily limited to directing users to relevant forms or links. In contrast, the Intelligent Virtual Assistant (VICA)—adopted by select government entities such as the Central Provident Fund for managing retirement accounts—represents a new generation of intelligent agents that go beyond guidance to actively execute transactions, enabling a more seamless and outcome-driven service experience.

The agentic workflow

1. Intent Recognition: The user types, "I want to top up my retirement account."

2. Action & Auth: The AI Agent triggers a secure Singpass login directly within the chat window to verify identity.

3. Execution: The Agent accesses backend APIs to check the current balance, asks the user for the top-up amount, and confirms the bank details.

4. Transaction: The Agent executes the payment transaction securely via the payment gateway API.

5. Completion: The user receives a confirmation receipt and sees their updated balance immediately, without ever leaving the chat interface.