Texas DPS deployed an AI chat agent called Agent Sherry to handle driver license questions in English and Spanish. The bilingual bot handled 5,000 interactions in its first week, boosting total citizen interactions by 105% and letting the agency answer over 50% of calls instead of 6%.
The mission of the Texas Department of Public Safety is to protect and serve Texans. The Driver License Division serves about 28 million Texans. Those are our customers.
We have over 20,000 customers moving to Texas every month, and so that's potentially 20,000 people who are needing identification card or driver license services.
So the customers calling in to get service, and so we had 61 employees who were answering 25,000 calls They couldn't take care of all the people that they wanted to take care of.
Roughly 6% of calls were being taken. People were getting busy signals or they were waiting on long call queues, maybe over an hour. They were very frustrated.
We knew we needed to make a change, and that's when we decided to team up with Salesforce.
Salesforce has that built-in governance that's needed to build a platform such as the driver's license system for DPS, where trust matters the most. So we use Agentforce to do the customer interaction, whether that be chat and voice, and then we use the Agentforce service We use SAP Business Service to do backend processing both for the agent and for the customer. And then Data360, it's grounded in DPS-approved data, so it only provides that trusted content for the citizens. Once we changed, 105% more citizen interactions were able to be handled, over double of what we were able to do.
So we have a chat agent, we call it Agent Sherry. Sherry understands natural language. She can look in our knowledge base to provide an answer specific to that customer. Texans who speak English or Spanish 24 hours a day.
¿A qué hora abren? Nosotras abrimos a las 8 de la mañana.
If she indicates that it's a more complex issue or that human interaction is needed, she has the ability to hand that off. In the first week alone, Agent Sherry handled 5,000 interactions. Now we're serving over 50% of the calls.
Sherry was the answer to our prayers, and we have truly gone from a call center to a true contact center and to a We're here to assist as many Texans as we possibly can. That's an amazing feeling. That's an amazing opportunity for us and for the great state of Texas.
