Salesforce, a leading technology company, has launched Ace, a new AI-powered assistant designed to help the Transportation Security Administration (TSA) respond to traveler questions. Ace is part of Salesforce’s Public Sector Solutions platform and has been in use for several months, assisting the TSA with routine inquiries from travelers at airports across the United States. According to Salesforce, Ace handles around 100,000 conversations per month and successfully resolves 96% of common questions, such as how to properly pack liquids or how to navigate security checkpoints with a medical device, without requiring human intervention. The introduction of Ace is part of a larger effort by the TSA’s Customer Experience Branch to modernize and improve the traveler experience. The TSA faced the challenge of providing consistent, accurate guidance to millions of travelers while managing the strain on its human contact center staff, particularly during busy travel seasons or unexpected disruptions. By deploying Ace, a secure and autonomous AI agent, the TSA aims to scale its support capabilities, ensure consistent information delivery, and reduce the workload on its human teams. Ace’s deployment is expected to improve the overall efficiency of TSA operations, helping to reduce costs while maintaining high service standards. The AI assistant is designed to handle a large volume of inquiries simultaneously, ensuring travelers receive timely and accurate information. This is especially important during peak travel times, when airport security checkpoints can become crowded and stressful for passengers. Kendall Collins, CEO of Missionforce and Government Cloud, emphasized that millions of travelers pass through U.S. airports daily, and simple questions should not disrupt their journeys. Paul Tatum, Executive Vice President of Global Public Sector Solutions at Salesforce, highlighted that the TSA is using trusted AI to meet its mission, creating a secure, data-driven foundation that scales operations, reduces costs, and preserves public trust during the most challenging travel periods.