The U.S. Department of Labor (DoL) is deploying Salesforce’s artificial intelligence (AI) agent. These AI agents are designated to manage worker queries and process applications. This comes as part of a new agreement aimed at improving service delivery across the program. Under the agreement, Salesforce’s Agentforce platform will be used to prioritize applications at DoL’s national call centers, where millions of employees seek assistance each year. The company said its system is designed to: “We will treat you with compassion.” to user queries.DoL wrote in a press release: “When a citizen asks to speak with someone, or when a question requires deeper empathy, DOLA automatically routes the conversation to a human staff member. Integrating AI agents directly into the service fabric will also enable the DOL to triage the population’s needs with what the agency calls “hospital-like precision,” ensuring resources are always directed to the needs of the most critical workers. ”The initiative comes as automation continues to reshape parts of the workforce, with DoL now deploying AI tools to support services such as unemployment benefits and workplace safety programs.
How Salesforce’s DoL AI agent works
Department of Labor Agent (DOLA) is built on Salesforce Government Cloud infrastructure that meets FedRAMP standards. Use Data 360 to combine structured and unstructured data from third-party systems with over 2,900 Department of Labor knowledge articles to create what Salesforce describes. “Comprehensive citizen perspective.”The system will operate across all 28 DoL programs, including Unemployment Insurance, Occupational Safety and Health Administration (OSHA), Veterans Employment and Training Administration, Mine Health and Safety Administration, and Vocational Training Corps.Agentforce for Public Sector and Agentforce Marketing process incoming queries, collect reception information, open cases, and communicate with users via text, email, and Salesforce Voice.The DoL processes approximately 2.8 million cases annually. The new system will also process approximately 236,000 OSHA logs and 41,000 Job Corps applications. According to Salesforce, this is expected to reduce manual data entry errors.Neither the Labor Department nor Salesforce disclosed financial terms of the agreement. The DoL did not respond to requests for comment, while Salesforce declined to provide further details beyond the official announcement.The department’s staff is expected to be reassigned to more complex tasks as AI agents handle routine queries and administrative tasks, the statement said.On the analytics side, Salesforce Tableau Next provides real-time dashboards to help you monitor contact center performance and user satisfaction.This agreement follows a similar partnership between Salesforce and the U.S. Department of Transportation announced in December 2025. This deployment uses Agentforce to provide ongoing support for tasks such as processing complaints, accessing services, and analyzing datasets such as weather patterns, traffic trends, and historical incident data to generate alerts aimed at reducing accidents and injuries.
