The U.S. Department of Labor has modernized its National Contact Center using Salesforce technology and launched DOLA, an AI agent powered by Agentforce, to provide automated assistance to American workers and retirees.

The Department of Labor Agent will offer 24/7 support through DOL.gov, helping citizens navigate programs including Job Corps, disability employment, veterans' employment services, and unemployment insurance. The AI system can collect intake details, open formal cases, and escalate complex inquiries to human staff members.

According to the press release, the contact center handles 2.8 million citizen support cases and processes more than 9.7 million multichannel interactions. The system has automated processing of 236,000 OSHA logs and 41,000 Job Corps applications.

The modernization builds on a decade-long partnership between the Department of Labor and Salesforce (NYSE: CRM), transitioning from legacy systems to Salesforce Government Cloud. The new system operates on FedRAMP High-compliant infrastructure and uses Data 360 to integrate data from third-party systems and more than 2,900 verified knowledge articles.

DOLA includes built-in escalation protocols that automatically transfer conversations to human staff when citizens request to speak with a person or when queries require additional support. The AI agent is designed to operate within predetermined workflows to ensure compliance with department policies.

"The Department of Labor is setting the standard for how the public sector can move from reactive service to proactive mission delivery," said Dave Rey, President of Global Public Sector at Salesforce.

The contact center supports all 28 Department of Labor programs, including the Occupational Safety and Health Administration, Veterans' Employment and Training Service, Mine Health and Safety Administration, and Job Corps.