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Salesforce Builds TSA AI Agent Ace to Handle Routine Traveler Questions

Salesforce has built Ace, an AI agent for the U.S. TSA. It has been live for several months, handling about 100,000 routine traveler conversations a month and resolving 96% of basic inquiries without human escalation.

AI News Feed · 2026-09-16 09:46

TechRadar reported that Ace was built with Salesforce's Public Sector Solutions platform. It answers routine questions such as how to pack liquids or how to enter a checkpoint with a medical device, and it directs more complex needs to staff. Salesforce says the agent has resolved 96% of routine inquiries, meaning most travelers using it do not need a human response.

"Nearly three million people travel through US airports every day, and a simple question shouldn't stand between them and a smooth trip," said Kendall Collins, CEO of Missionforce and Government Cloud. "TSA's new Ace AI agent gives travelers fast, accurate answers before they reach the checkpoint—from what they can pack to how they can prepare—while helping TSA officers stay focused on their essential security mission."

The launch of Ace forms part of a broader modernization initiative led by the TSA's Customer Experience Branch to improve traveler service using Salesforce. Questions from travelers can increase sharply during peak travel periods and disruptions, so the TSA needed a flexible way to scale support, deliver consistent guidance, and reduce pressure on its contact center teams.

Salesforce says deploying a secure, autonomous AI agent such as Ace allows the TSA to improve services, control costs and support its missions at scale, including during the busiest times of the year. The agent handles routine inquiries while routing more complex needs to human staff.

"The TSA is leading with trusted AI to meet the mission," said Paul Tatum, EVP of Global Public Sector Solutions at Salesforce. "They are delivering a secure, data-driven, and AI-first foundation that scales operations, lowers costs, and protects public trust, even during the most stressful travel times."

Ace has been used to answer questions from travelers before they reach security checkpoints. The TSA's contact center teams can face surges in demand when travel volume rises or disruptions occur. Salesforce's platform is intended to provide consistent guidance and reduce the load on those teams while keeping TSA officers focused on security screening and other essential duties.