From TechRadar · · 1m 20s
Salesforce’s TSA AI agent handles traveler questions
Salesforce built Ace for the TSA, an AI agent meant to answer routine airport questions before passengers reach security.
In brief
Salesforce built Ace for the TSA, an AI agent meant to answer routine airport questions before passengers reach security. Ace is meant to keep simple TSA questions out of call center queues so staff can focus on security and harder cases. Originally reported by TechRadar.
Ace joins TSA support
Salesforce built Ace, an AI agent for the Transportation Security Administration, to help passengers get answers before airport security.
“Salesforce has revealed Ace, a new AI agent for the TSA”
It is already live
Ace has been running for several months on Salesforce’s Public Sector Solutions platform, handling traveler requests and questions.
“Ace, a new AI agent built with Salesforce's Public Sector Solutions platform, has been live for several months now”
Routine questions get solved
Salesforce says Ace handles about 100,000 routine traveler chats each month and resolves 96 percent without sending people to a human agent.
“resolved 96% of routine inquiries”
The use cases are simple
The agent answers questions about things like packing liquids or going through a checkpoint with a medical device, the kind of issues that slow travelers down.
“how to pack liquids or enter a checkpoint with a medical device”
Peak travel strains teams
TSA wanted support that could scale when questions spike during busy travel periods or disruptions, while keeping guidance consistent.
“The amount of questions from travellers can ramp up hugely during peak travel periods and disruptions”
Humans stay on harder work
Ace routes more complex needs to staff, aiming to cut contact center pressure, control costs, and let officers focus on security work.
“helping TSA officers stay focused on their essential security mission”
The big picture
Ace is meant to keep simple TSA questions out of call center queues so staff can focus on security and harder cases.
