Salesforce has built the TSA a new AI agent to make travelling less awful for everyone
Salesforce has deployed an AI agent named Ace for the TSA to handle routine traveler inquiries, reducing human workload and improving response times during peak travel periods.
Salesforce has developed an AI agent called Ace for the Transportation Security Administration (TSA) using its Public Sector Solutions platform. Ace has been operational for several months, addressing traveler questions such as packing liquids or checkpoint procedures for medical devices. The system has handled around 100,000 routine inquiries monthly, resolving 96% of them without human intervention, according to Salesforce. This initiative aims to streamline traveler experiences by providing quick, accurate responses before passengers reach security checkpoints.
The deployment of Ace is part of a broader modernization effort led by the TSA’s Customer Experience Branch to enhance traveler service using Salesforce technology. During peak travel times or disruptions, the volume of traveler inquiries surges, requiring scalable support solutions. The AI agent helps manage this demand by offering consistent guidance, reducing pressure on contact center teams, and ensuring travelers receive timely assistance. This approach supports the TSA’s mission while maintaining operational efficiency.
Ace operates as a secure, autonomous AI agent capable of answering routine questions and escalating complex issues to human staff when necessary. By automating responses to common inquiries, the TSA can improve service quality, control operational costs, and maintain high performance during busy travel periods. The system’s scalability ensures it can adapt to varying levels of demand without compromising response accuracy or speed.
The TSA and Salesforce emphasize the use of trusted AI to meet operational and public service goals. Paul Tatum, EVP of Global Public Sector Solutions at Salesforce, highlighted that the AI-first foundation delivers secure, data-driven solutions that scale efficiently. This initiative reflects a commitment to modernizing traveler support while protecting public trust, particularly during high-stress travel scenarios such as holidays or disruptions.