TSA Rolls Out AI Agent Ace for Traveler Questions
The Transportation Security Administration (TSA) has deployed an AI agent called Ace to answer routine traveler questions about airport security. Built by Salesforce Public Sector Solutions, Ace resolves approximately 96% of inquiries without human escalation. The deployment is part of a broader modernization initiative led by the TSA's Customer Experience Branch with Salesforce.
According to the announcement, Ace has handled around 100,000 routine conversations per month since going live during the summer travel surge. This AI agent provides fast and accurate answers to travelers' questions about packing liquids or medical devices before they reach the checkpoint. The goal is to help TSA officers stay focused on their essential security mission.
Salesforce estimates that the cumulative impact of the TSA's digital strategy will save over 11,660 staff hours annually. Additionally, sharing data between internal systems was previously a slow and manual process, but Ace automates transactions, freeing up hours for mission-critical work. The agency expects to save $11 million over three years.
The TSA is using Salesforce Government Cloud, which provides a secure and scalable platform for the AI agent. This unified data foundation enables Ace to deliver contextually relevant information based on TSA guidance. The agency's Customer Experience Branch Manager, Niki French, said that streamlining processes and reducing wait times can alleviate stress during travel days.