TSA's AI Agent Ace Streamlines Travel with 96% Resolution Rate

The Transportation Security Administration (TSA) has partnered with Salesforce to build an AI agent named Ace, designed to make traveling less stressful for passengers.

Ace uses Salesforce's Public Sector Solutions platform and has been live for several months, handling approximately 100,000 routine traveler conversations per month.

The AI agent has resolved 96% of basic inquiries, such as how to pack liquids or enter a checkpoint with a medical device, without the need for human escalation.

Kendall Collins, CEO of Missionforce and Government Cloud, stated that 'a simple question shouldn't stand between them and a smooth trip,' highlighting the goal of Ace to provide fast and accurate answers to travelers before they reach the checkpoint.