Summary: Texas Department of Public Safety runs a customer service agent in Public Sector & Nonprofits (customer service/experience). Reported outcome: 105% more Texans assisted and 5,000 chat conversations in the first week; 90 days from idea to launch; 5M calls projected to be supported annually (Salesforce-reported). Source: Salesforce.
Texas DPS launched Agent Sheri on Salesforce Agentforce (chat and Agentforce Voice) to answer driver-license questions in English and Spanish, guide appointment scheduling, renewals and ID replacement, send resources by text or email, and open Service Cloud cases with full context when a human is needed.
Source: Salesforce
Verification: verified by reading source page
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