Texas DPS licensing chat and voice agent

What was done

Texas DPS built Agent Sheri with Agentforce to support licensing demand from a growing state population. On web chat and phone, Sheri answers in English or Spanish, asks clarifying questions, sends resources by text or email, and hands off to service reps with context when human judgment is needed. The agent uses Data 360-grounded knowledge and secure API calls to the Driver License System for renewal eligibility or mailing status while keeping PII out of the LLM. Salesforce reports 5,000 chat conversations in the first week, 105% more Texans assisted, and 5 million projected annual calls supported.

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