With the rapid adoption of AI agent technology, the landscape of inquiries and application processing handled by public service institutions is undergoing a dramatic transformation. A sharp increase in requests generated by automated AI agents is placing unprecedented loads on government systems and operational workflows.
This trend is not tied to a specific corporate product launch; rather, it highlights the growing frequency and scale at which AI agents are autonomously utilizing administrative services. In booking systems, information inquiry desks, and other touchpoints, requests handled vicariously by AI—rather than being operated individually by humans—are surging, impacting overall system operations.
AI agents access public portals via APIs or direct browser interaction. Unlike conventional bot-mitigation measures, their LLM-backed capabilities enable complex, natural language processing, making it increasingly difficult to distinguish them from legitimate human requests.
Public sector organizations are now compelled to develop new digital infrastructure to manage these massive volumes of requests. Moving forward, the consideration of both technical and legal frameworks—such as stricter API rate limiting and authentication protocols to identify AI agents—is expected to accelerate.