Overview
- The Labor Department's new 'DOLA' assistant, introduced Thursday, now runs on Salesforce Agentforce at the National Contact Center and handles 24/7 intake, case opening, and triage across 28 programs.
- The agent answers routine questions and shifts sensitive or complex issues to human staff when a person is requested or needed.
- The build uses Salesforce Government Cloud rated FedRAMP High and draws on Data 360 plus more than 2,900 vetted knowledge articles to keep answers consistent and sourced.
- Agentforce 360 applies deterministic guardrails so the AI follows predefined workflows, and a sandbox for more than 100 developers lets teams refine features without touching live service.
- Salesforce and the agency report 2.8 million cases handled and 9.7 million interactions, with automation processing 236,000 OSHA logs and 41,000 Job Corps applications, figures the vendor disclosed in its announcement.