Texas DPS Taps AI-Powered Agentforce for Driver License Services

The Texas Department of Public Safety (Texas DPS) needed to find a way to manage its growing demand for driver license and identification services. With over 25,000 customer calls daily and hold times as long as 35 minutes, they knew they had to think outside the box.

That's when they turned to Agentforce, a solution powered by Salesforce that combines AI with trusted knowledge and secure API integrations. They built an agent named Sheri who could answer questions in both English and Spanish across chat and voice channels.

In its first week, Sheri handled over 5,000 conversations on web chat alone, setting Texas DPS up to serve a rising population while making the most of existing resources. With Sheri on the voice channel, they expect to support more than 5 million calls annually.