Salesforce has built the TSA a new AI agent to make travelling less awful for everyone

Salesforce has revealed Ace, a new AI agent for the TSA Ace should take the pressure of answering basic questions off human agents Ace has already resolved 96% of basic inquiries so far Salesforce has built the Transportation Security Administration (TSA) a new AI agent to try and help streamline travel for passengers everywhere. Ace, a new AI agent built with Salesforce's Public Sector Solutions platform, has been live for several months now, helping the TSA deal with traveller requests and inquiries. So far, Salesforce says Ace has already handled approximately 100,000 routine traveler conversations per month and resolved 96% of routine inquiries, such as how to pack liquids or enter a checkpoint with a medical device without the need for human escalation. "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. The amount of questions from travellers can ramp up hugely 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. Deploying a secure, autonomous AI agent like Ace, which can answer routine questions and direct more complex needs to staff, means the TSA can improve services, control costs, and support its missions at scale, even at the busiest times of the year. "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." Follow TechRadar on Google News and add us as a preferred source to get our expert news, reviews, and opinion in your feeds. Mike Moore is Deputy Editor at TechRadar Pro. He has worked as a B2B and B2C tech journalist for over a decade, including at one of the UK's leading national newspapers and fellow Future title ITProPortal. When he's not keeping track of all the latest enterprise and workplace trends, he can most likely be found watching, following or taking part in some kind of sport. You must confirm your public display name before commenting Please logout and then login again, you will then be prompted to enter your display name. 1666: Amsterdam is the long-lost sequel to Assassin's Creed: Brotherhood, 15 years in the making 'It's been a long journey' If you're on the free or Plus tiers for Google AI, you're about to lose access to some Gemini models here's what's changing What is the release date for MobLand season 2 episode 4 on Paramount+? We're 6 months into Microsoft's campaign to fix Windows 11 here are 5 things it got right, and 3 glaring oversights Which Hogwarts house do you belong in? Tell us about your tech and this Harry Potter quiz will do the rest.