Salesforce builds AI agent for TSA traveler inquiries

Salesforce has built a new artificial intelligence agent called Ace for the Transportation Security Administration (TSA). The agent uses Salesforce’s Public Sector Solutions platform and has been live for several months, helping handle traveler requests and inquiries.

Salesforce says Ace handles approximately 100,000 routine traveler conversations per month and resolves 96% of routine inquiries without human escalation. Examples include questions about packing liquids and entering a checkpoint with a medical device.

Kendall Collins, CEO of Missionforce and Government Cloud, said nearly 3 million people travel through US airports every day. He said Ace provides answers before travelers reach a checkpoint, while helping TSA officers focus on security work.

The launch is part of a modernization initiative led by the TSA’s Customer Experience Branch. Salesforce says the system is designed to scale support during peak travel periods and disruptions, provide consistent guidance, and reduce pressure on contact center teams.

Paul Tatum, Salesforce’s EVP of Global Public Sector Solutions, described Ace as a secure, data-driven AI system intended to scale operations, lower costs, and protect public trust.