United StatesPublic sector2026 – ongoingTexas Department of Public Safety
Agent Sheri licensing assistant
Texas DPS launched an AI agent in 90 days and reported 105% more citizen interactions
Problem
The agency took 25,000 calls a day, and hold times ran up to 35 minutes.
Approach
The agency built Agent Sheri on Salesforce Agentforce. It answers licensing questions in English and Spanish by chat and voice, books appointments, and calls the driver license system for citizen records. It hands the case to a staff member with context when offices are open.
Results
Takeaway
Salesforce reported a 90-day launch and 5,000 chat conversations in the first week.
Categories
- Size
- Large enterprise
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- AI agentsConversational and voice AI
- Adoption
- Vendor solution
- Evidence
- Vendor's case study
Sources
Source summaries
Salesforce described how the Texas agency built an Agentforce agent for licensing help in 90 days. It reported 5,000 chat conversations in the first week and a 105% increase in citizen interactions after launch. The agency previously received 25,000 calls a day.
Full details are in the original sources.
