A Texas licensing agent answers in English and Spanish, any hour
Texas DPS launched 'Sheri', an Agentforce agent on chat and voice that answers licence questions and guides people through renewals, ID replacement and appointments. It went from idea to launch in 90 days, handled 5,000+ chats in week one, and the agency reports 105% more people assisted than last year.
- Agent or tool
- Agent Sheri (Agentforce)
- Topic
- Customer Support
- Reported on
- Case study (Salesforce)
- Added
- 2026-10-29
Why it matters
Support is repetitive and time-sensitive. Agents can draft answers, look things up and handle simple requests, so people can focus on the tricky ones. It is one of 21 sightings filed under Customer Support on Agent Sightings (number 3 by interest), and one of 1 involving Agent Sheri (Agentforce).
How you could try it
Here is a reusable prompt, written by us in our own words, that captures the task. Paste it into Agent Sheri (Agentforce) or any similar agent and adjust the details to your situation.
Answer questions about renewing a driver licence or replacing an ID, in English or Spanish, guide the person to book an appointment, and tell me which questions you could not answer.
Tip: Start small: run it once on a low-stakes example, read what the agent did, and only then let it run on real work.
Source
Read the original first-hand account on Case study (Salesforce): https://www.salesforce.com/customer-stories/texas-dps/. Our summary is a paraphrase; details are in the source.
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