A Salesforce-built AI agent named Ace has been deployed by the TSA to answer routine traveler questions about airport security, including packing liquids and checkpoint procedures, and is accessible via the TSA live-chat option labeled 'Chat with Ace.'

Ace is designed to provide fast, accurate answers before travelers reach security, helping TSA officers focus on security tasks and reducing friction in the travel experience.

The AI runs on Salesforce's Public Sector Solutions platform and has been live for several months, handling routine inquiries for the TSA.

Projected impact includes saving more than 11,660 staff hours annually and cutting per-conversation costs by over 90%, with about $11 million in savings over three years as approximately 70,000 transactions are automated annually.

The platform emphasizes a data-driven, AI-first foundation to scale operations, improve service, control costs, and maintain public trust, even during peak travel periods.

Ace’s deployment is part of the TSA’s broader modernization effort led by the Customer Experience Branch in collaboration with Salesforce, aimed at scaling support, delivering consistent guidance, and reducing pressure on contact centers during peak travel and disruptions.

The TSA’s adoption of Ace aligns with a larger modernization initiative to enhance traveler service and efficiency during peak travel periods.

Ace is built on Salesforce Government Cloud (FedRAMP-authorized) and operates through a phased approach using Missionforce, unifying data across channels via two foundational apps—the Customer Service Managers App (Service Cloud) and the TSA Cares App—with Salesforce Shield providing security and monitoring.

Since going live during the summer travel surge, Ace handles roughly 100,000 routine traveler conversations per month and resolves about 96% of inquiries without human escalation.