Salesforce has developed an AI agent named Ace to assist the TSA in managing traveler questions and improving the airport security experience for millions of passengers daily.
- Ace AI answers 96% of routine traveler inquiries without human intervention
- Handles 100,000 conversations monthly to reduce TSA contact center load
- Part of TSA’s broader modernization effort for improved customer experience
What happened
Salesforce has built and deployed an AI agent called Ace for the Transportation Security Administration, leveraging its Public Sector Solutions platform. The AI system has been operational for several months, providing fast responses to traveler inquiries regarding TSA procedures, such as packing rules and checkpoint protocols for medical devices.
Ace has handled about 100,000 routine traveler conversations every month and successfully resolved 96% of these without needing escalation to human agents. This deployment is part of TSA’s efforts to enhance customer service experiences by automating routine interactions and allowing TSA officers to concentrate on critical security tasks.
Why it matters
Nearly three million people fly through US airports daily, and managing the volume of questions during normal and peak travel times creates significant demand on TSA’s customer support resources. Ace offers a scalable solution to deliver consistent, reliable information to travelers quickly and at any time.
By automating responses to common questions, TSA reduces wait times and operational costs while ensuring travelers are better prepared before reaching security checkpoints. This improvement supports TSA's mission to maintain public safety without sacrificing efficiency or customer service quality, especially during high traffic periods.
What to watch next
The TSA plans to continue expanding its use of AI technologies to further modernize its customer experience, potentially adding new capabilities to Ace or integrating other AI-driven tools to handle increasingly complex traveler needs.
Stakeholders will be monitoring how Ace performs during peak travel seasons and disruptions, assessing its ability to maintain high-resolution rates and traveler satisfaction without increasing reliance on human staff. The effectiveness of this AI adoption may serve as a benchmark for other governmental agencies looking to deploy similar systems.