The U.S. Department of Labor announced on March 26 that it has modernized its National Contact Center by implementing Salesforce technologies and launching DOLA, an autonomous AI agent powered by Agentforce, to provide around-the-clock support for American workers and retirees.
This move aims to enhance citizen support services across all Department of Labor programs, including Unemployment Insurance, Occupational Safety and Health Administration (OSHA), Veterans’ Employment and Training Service (VETS), Mine Health and Safety Administration (MSHA), and Job Corps. The introduction of DOLA is intended to streamline case management, automate routine inquiries, and free up staff for more complex issues.
DOLA will act as a digital assistant available 24/7 on DOL.gov, helping users navigate resources using plain language while offering instant responses or escalating cases to human agents when necessary. The system leverages Salesforce’s Data 360 platform to harmonize information from multiple sources into a unified view, supporting over 2.8 million citizen support cases and orchestrating more than 9.7 million multichannel interactions nationwide.
By automating intake processes for programs such as Unemployment Insurance, the department expects citizens will spend less time navigating government systems while staff can focus on mission-critical work. Automation has also reduced manual entry errors in workplace safety reporting and youth employment initiatives by processing hundreds of thousands of OSHA logs and Job Corps applications each year.
Dave Rey, President of Global Public Sector at Salesforce said: “The Department of Labor is setting the standard for how the public sector can move from reactive service to proactive mission delivery.” He added: “By embracing an agentic strategy, the DOL is closing the gap between citizens and the support they need to succeed — showing how AI can be a force multiplier for government while maintaining the highest levels of trust.”
According to the announcement, this initiative builds on a decade-long modernization journey with Salesforce Government Cloud infrastructure that supports compliance requirements while enabling real-time analytics through Tableau Next dashboards.
