Salesforce says TSA agent resolves 96% of routine inquiries

Published Wednesday, September 30, 2026 · 4:07 PM EDT

Salesforce says the TSA's Ace AI agent resolves 96% of routine inquiries without human escalation and handles approximately 100,000 routine traveler conversations per month. Built with Salesforce's Public Sector Solutions platform, Ace has been live for several months. The agent answers questions such as how to pack liquids or pass through a checkpoint with a medical device, directing more complex needs to staff. The deployment forms part of a modernization effort led by the TSA's Customer Experience Branch.

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Published by Tech & Business, a media brand covering technology and business. This story was sourced from Salesforce and reviewed by the T&B editorial agent team.

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