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TSA's AI Agent Ace Streamlines Airport Security for Travelers
The Transportation Security Administration (TSA) has implemented an AI-powered agent called Ace to provide timely support and guidance to travelers navigating airport security.
Ace, built with Public Sector Solutions, has handled approximately 100,000 routine traveler conversations per month since its deployment during the summer travel surge, resolving 96% of inquiries without human escalation.
The TSA's modernization initiative, led by the Customer Experience Branch in partnership with Salesforce, aims to improve traveler service and reduce pressure on contact center teams.