U.S. Department of Labor Taps Agentforce to Enhance Citizen Support

2026-03-26 CRM

In a major move toward government AI adoption, the U.S. Department of Labor (DOL) has announced the deployment of Salesforce’s Agentforce platform. This initiative will utilize autonomous AI agents to help resolve citizen inquiries faster and streamline the operations of the National Contact Center.

Modernizing the Contact Center

The DOL will utilize Agentforce to handle high-volume, routine queries across digital and voice channels. This allows human agents to focus on more complex cases while the AI agents provide 24/7 support for standard unemployment insurance and labor law information.

Trust and Compliance

By leveraging the Data Cloud and Einstein Trust Layer, the DOL ensures that all AI-generated responses are grounded in official government policy. This rollout is part of a broader federal push to integrate 'safe and secure' AI into citizen-facing services.

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