TSA Deploys AI Agent to Automate 100K Traveler Inquiries Monthly

The Transportation Security Administration (TSA) deployed an artificial intelligence (AI) agent that handles about 100,000 traveler conversations each month and resolves 96% of routine inquiries without human escalation, Salesforce said Sept. The AI agent, called Ace, went live during the summer travel surge as part of TSA’s broader customer service modernization effort. The agent was built with Salesforce Public Sector Solutions and operates on the FedRAMP-authorized Salesforce Government C