TSA Ace AI agent handles ~100k traveler chats a month on Salesforce Agentforce

Salesforce said the Transportation Security Administration (TSA) has deployed Ace, an AI agent built with Salesforce Public Sector Solutions, to answer routine traveler questions about airport security. Since going live during the summer travel surge, Ace has handled about 100,000 conversations a month and resolved 96% of routine inquiries — such as packing liquids or checkpoint rules for medical devices — without human escalation, per Salesforce’s press release.

A major federal agency is putting a Salesforce Agentforce AI agent in front of millions of daily travelers for routine security Q&A, with company-reported high auto-resolve rates. That is the public-sector agent wave landing in a place people actually touch — airport checkpoints — not another internal chatbot demo.

Salesforce said in a 14 Sep 2026 company newsroom post that the Transportation Security Administration, or TSA — the U.S. Agency that runs airport security checkpoints — has deployed Ace, an AI agent built with Salesforce Public Sector Solutions. An AI agent here is software that answers questions and can hand a harder case to a person. Public Sector Solutions and Agentforce are Salesforce’s AI-agent platform for government. Ace is the traveler-facing agent name. That company announcement is the filing event. These are Salesforce’s claims.gov confirmation of the same figures, and it is not treating Ace as brand-new on 14 Sep — the same page says Ace went live during the summer travel surge.

Since going live during that summer surge, Salesforce said Ace has handled approximately 100,000 routine traveler conversations a month. File 100,000 as a company figure.

Ace resolved 96% of routine inquiries — Salesforce’s examples include how to pack liquids or enter a checkpoint with a medical device — without human escalation. File 96% as a company metric, not an independent audit.

Context, as the same release has it: nearly 3 million airline passengers fly each day in the U.S. The deployment sits under a broader modernization led by TSA’s Customer Experience Branch to improve traveler service with Salesforce.

Projected impact, as Salesforce prints it — company and TSA customer-experience estimates, not a desk audit: over 11,660 staff hours freed annually because about 70,000 internal transactions that used to take 10 minutes each are projected to be automated; about $11 million in labor-based value over three years; and the cost of a consumer conversation cut by over 90% versus a prior figure of more than $4 per conversation.

The same page says older systems left a gap equal to 12 full-time employees of extra work, and that Ace is meant to take routine work and backlogs so staff can stay on higher-priority cases. It is not a headcount cut this desk verified.

Related apps named on the same page: a Customer Service Managers App built on Service Cloud — Salesforce’s customer-service product — that pulls passenger inquiries across email, phone, and social media; and the TSA Cares App, for travelers with medical conditions or other needs for extra help, connecting online requests to the contact center and regional teams. Salesforce Shield is cited for extra security and monitoring.

Kendall Collins, CEO of Missionforce and Government Cloud at Salesforce, quoted on the newsroom page: “Nearly three million people travel through U.S. Airports every day, and a simple question shouldn’t stand between them and a smooth trip.” He said Ace gives travelers fast answers before the checkpoint — from what they can pack to how they can prepare — so officers can stay on the security mission. They are not a TSA.gov press release.

Niki French, Customer Experience Branch Manager in TSA’s Office of Civil Rights & Liberties, Ombudsman, and Traveler Engagement, quoted via the same Salesforce page: “It’s our job to streamline processes, to help keep wait times down, to get even one more passenger through the security process without having to think about what just happened.” And: if travelers can get accurate, timely information, that can “alleviate stress in the field on travel days.”.gov primary.

Paul Tatum, Salesforce’s executive vice president of Global Public Sector Solutions, quoted on the same page: “The TSA is leading with trusted AI to meet the mission.” It is not an independent product review.