- Salesforce has revealed Ace, a new AI agent for the TSA
- Ace should take the pressure of answering basic questions off human agents
- Ace has already resolved 96% of basic inquiries so far
Salesforce has built the Transportation Security Administration (TSA) a new AI agent to try and help streamline travel for passengers everywhere.
Ace, a new AI agent built with Salesforce's Public Sector Solutions platform, has been live for several months now, helping the TSA deal with traveller requests and inquiries.
So far, Salesforce says Ace has already handled approximately 100,000 routine traveler conversations per month and resolved 96% of routine inquiries, such as how to pack liquids or enter a checkpoint with a medical device — without the need for human escalation.
TSA and AI
“Nearly three million people travel through US airports every day, and a simple question shouldn’t stand between them and a smooth trip,” said Kendall Collins, CEO of Missionforce and Government Cloud.
“TSA’s new Ace AI agent gives travelers fast, accurate answers before they reach the checkpoint—from what they can pack to how they can prepare—while helping TSA officers stay focused on their essential security mission.”
The launch of Ace forms part of a broader modernization initiative, led by the TSA’s Customer Experience Branch to improve traveler service using Salesforce.
The amount of questions from travellers can ramp up hugely during peak travel periods and disruptions, so the TSA needed a flexible way to scale support, deliver consistent guidance, and reduce pressure on its contact center teams.
Deploying a secure, autonomous AI agent like Ace, which can answer routine questions and direct more complex needs to staff, means the TSA can improve services, control costs, and support its missions at scale, even at the busiest times of the year.
“The TSA is leading with trusted AI to meet the mission,” said Paul Tatum, EVP of Global Public Sector Solutions at Salesforce. “They are delivering a secure, data-driven, and AI-first foundation that scales operations, lowers costs, and protects public trust, even during the most stressful travel times.”
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