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U.S. Department of Labor Taps Agentforce to Enhance Citizen Support
SAN FRANCISCO & WASHINGTON, March 26, 2026--Salesforce, the world’s #1 AI CRM, today announced the U.S. Department of Labor has modernized its National Contact Center (DOL NCC) with Salesforce and is rolling out Agentforce — a suite of autonomous AI agents that reason and take action — to provide more personalized support that meets citizens where they are. The DOL NCC, which is vital to supporting the welfare of America’s workforce and retirees, is leveraging Salesforce’s trusted data fabric an
About this update from Salesforce, Inc.
[{"type":"text","content":"The U.S. Department of Labor (DOL) is transforming its National Contact Center with Salesforce and launching DOLA — powered by Agentforce — to provide enhanced, 24/7 assistance to American workers and retirees.","length":210,"tagName":"p","attribs":{}},{"type":"text","content":"SAN FRANCISCO & WASHINGTON, March 26, 2026--(BUSINESS WIRE)--Salesforce, the world’s #1 AI CRM, today announced the U.S. Department of Labor has modernized its National Contact Center (DOL NCC) with Salesforce and is rolling out Agentforce — a suite of autonomous AI agents that reason and take action — to provide more personalized support that meets citizens where they are. The DOL NCC, which is vital to supporting the welfare of America’s workforce and retirees, is leveraging Salesforce’s trusted data fabric and cloud technologies as the foundation for the new contact center and deploying Agentforce to provide a digital workforce of autonomous, intelligent AI agents.","length":680,"tagName":"p"},{"type":"text","content":"This includes the launch of DOLA (Department of Labor Agent) to enhance citizen support and service — connecting citizens to the critical resources they need to thrive in a changing economy, intelligently triaging cases with surgical precision, and enabling the DOL to free up staff to handle more complex work.","length":311,"tagName":"p"},{"type":"text","content":"Empowering the American Workforce: As the primary point of contact for the American public, workers, and employers, the DOL NCC provides nationwide assistance across all 28 DOL programs, including Unemployment Insurance, the Occupational Safety and Health Administration (OSHA), Veterans’ Employment and Training Service (VETS), Mine Health and Safety Administration (MSHA), and Job Corps (JC). DOLA will assist citizens and staff by automating inquiries and providing instant, 24/7 support, to:","length":495,"tagName":"p"},{"type":"list","items":[{"val":[{"type":"text","content":"Automate Mission Execution: DOLA doesn't just talk; it acts. The agent can collect intake details, open formal cases, respond empathetically, and launch escalation paths autonomously, streamlining experiences and reducing administrative burden for both citizens and employees.","length":280,"tagName":"p","attribs":{}}]},{"val":[{"type":"text","content":"Connect Workers to Resources: DOLA will serve ...