The US Department of Labor (DoL) is deploying artificial intelligence (AI) agents from Salesforce. These AI agents have been designated to manage worker queries and process applications. This comes as part of a new agreement aimed at improving service delivery across its programmes. Under the deal, Salesforce’s Agentforce platform will be used to triage applications at the DoL’s national call centre, where millions of workers seek assistance each year. The company said its system is designed to “respond empathetically” to user queries.In a press release, DoL wrote, “If a citizen asks to speak with a person or if a query requires a deeper empathetic touch, DOLA automatically transfers the conversation to a human staff member. And by integrating AI agents directly into its service fabric, the DOL can now triage citizen needs with what the DOL has called ‘hospital-like precision’ — helping to ensure that resources are always directed toward the most critical worker needs.”The initiative comes as automation continues to reshape parts of the workforce, with the DoL now introducing AI tools to support services such as unemployment benefits and workplace safety programmes.
How Salesforce’s DoL AI agents’ work
The Department of Labor Agent (DOLA) is built on Salesforce Government Cloud infrastructure that meets FedRAMP standards. It uses Data 360 to combine structured and unstructured data from third-party systems with more than 2,900 labour department knowledge articles, creating what Salesforce described as a “holistic citizen view”.The system will operate across all 28 DoL programmes, including Unemployment Insurance, the Occupational Safety and Health Administration (OSHA), the Veterans’ Employment and Training Service, the Mine Health and Safety Administration, and Job Corps.Agentforce for Public Sector and Agentforce Marketing will handle incoming queries, collect intake information, open cases, and communicate with users via text, email, and Salesforce Voice.The DoL processes around 2.8 million cases annually. The new system will also handle 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 Department of Labor nor Salesforce disclosed the financial terms of the agreement. The DoL did not respond to requests for comment, while Salesforce declined to provide details beyond its official announcement.With AI agents handling routine queries and administrative work, the statement says department staff are expected to be reassigned to more complex tasks.On the analytics side, Salesforce Tableau Next will provide real-time dashboards to help monitor contact centre performance and user satisfaction.The agreement follows a similar partnership between Salesforce and the US Department of Transportation announced in December 2025. That deployment uses Agentforce to provide continuous support for tasks such as handling complaints, accessing services, and analysing datasets, including weather patterns, traffic trends, and historical incident data to generate alerts aimed at reducing accidents and injuries.
