Salesforce Inc. (NYSE:CRM) announced a federal expansion on Thursday. The U.S. Department of Labor (DOL) has tapped the company's Agentforce platform to modernize its National Contact Center.

The Launch of DOLA

The DOL is rolling out "DOLA," an autonomous AI agent. This digital assistant provides 24/7 support for American workers and retirees. DOLA leverages Salesforce's trusted data fabric to provide personalized assistance across 28 federal programs. It functions as a "digital workforce" to handle high volumes of inquiries.

DOLA does more than just chat. It can collect intake details, open formal cases, and launch escalation paths. This automation targets Unemployment Insurance and OSHA logs. The DOL aims to reduce administrative burdens on citizens for Tier 0 through Tier 2 use cases.

Hospital-Like Precision in Triage

The agency is using AI to triage citizen needs with "hospital-like precision." If a query requires a deeper empathetic touch, DOLA automatically transfers the conversation to human staff.

This allows the DOL to retrain employees for more complex, mission-critical tasks. The system currently manages 2.8 million support cases and 9.7 million interactions.

Trust and Federal Compliance

"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 system operates on Salesforce Government Cloud's FedRAMP High-compliant infrastructure. This ensures the AI follows strict, predefined workflows to eliminate unscripted or inaccurate responses.

CRM Price Action: Salesforce shares were up 2.67% at $186.61 at the time of publication on Thursday, according to Benzinga Pro data.

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