Salesforce deploys 'Ace' AI agent to assist TSA travelers

The Transportation Security Administration (TSA) has integrated a new AI agent named Ace, developed by Salesforce, to streamline passenger inquiries and improve airport efficiency. The tool, built on Salesforce's Public Sector Solutions platform, is designed to handle routine questions regarding travel regulations, such as liquid restrictions or medical device protocols. Since its deployment several months ago, Ace has processed approximately 100,000 inquiries per month, successfully resolving 96% of them without human intervention. By automating these common tasks, the TSA aims to reduce the workload on its contact center staff and allow officers to focus on core security missions. This initiative is part of a broader digital modernization strategy intended to scale support during peak travel periods, ensuring consistent guidance for millions of daily passengers while maintaining operational security and trust.