Details
- Salesforce built Ace, an AI agent for the Transportation Security Administration (TSA), which went live during the summer 2026 travel surge.
- Built with Salesforce Public Sector Solutions, Ace answers routine questions about airport-security procedures, including packing liquids and screening with medical devices.
- Salesforce reports that Ace handles approximately 100,000 traveler conversations monthly and resolves 96% of routine inquiries without human escalation.
- The deployment is part of the TSA Customer Experience Branch’s modernization initiative, intended to scale support during peak travel and disruptions while directing complex cases to staff.
- Travelers can access Ace through tsa.gov and the myTSA app; it draws on the TSA website and more than 550 knowledge articles, according to reporting by Nextgov/FCW.
Impact
Ace illustrates how public agencies are applying AI agents to absorb high-volume, rules-based service requests while preserving human handling for complex cases. Salesforce says the system has reduced consumer-interaction costs by more than 90%; if sustained, results at this scale could encourage additional government deployments and shift public-sector AI roadmaps toward secure, knowledge-grounded automation over the next 12–24 months.
