{"id":95296,"date":"2026-09-14T06:00:00","date_gmt":"2026-09-14T13:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?post_type=sf_press_release&p=95296"},"modified":"2026-09-11T13:05:25","modified_gmt":"2026-09-11T20:05:25","slug":"tsa-improves-travel-experience-agentforce","status":"publish","type":"sf_press_release","link":"https:\/\/www.salesforce.com\/news\/press-releases\/2026\/09\/14\/tsa-improves-travel-experience-agentforce\/","title":{"rendered":"New AI Agent Ace Helps the TSA Support Travelers as They Navigate Airport Security\u00a0"},"content":{"rendered":"\n

With nearly 3 million<\/a> airline passengers flying each day, travelers need timely information about what to expect at security, how to prepare for checkpoints, and what to do during busy or disrupted travel periods. To give travelers timely support and guidance as they prepare for airport security, the Transportation Security Administration (TSA) has deployed Ace, an AI agent built with Public Sector Solutions<\/a>.\u00a0<\/p>\n\n\n\n

Since going live during the summer travel surge, Ace has handled approximately 100,000 routine traveler conversations per month and resolved 96% of routine inquiries \u2014 such as how to pack liquids or enter a checkpoint with a medical device \u2014 without human escalation. The deployment is part of a broader modernization initiative led by the TSA\u2019s Customer Experience Branch to improve traveler service with Salesforce. <\/p>\n\n\n\n

\u201cNearly three million people travel through U.S. airports every day, and a simple question shouldn\u2019t stand between them and a smooth trip,\u201d said Kendall Collins, CEO of Missionforce and Government Cloud.<\/strong> \u201cTSA\u2019s new Ace AI agent gives travelers fast, accurate answers before they reach the checkpoint\u2014from what they can pack to how they can prepare\u2014while helping TSA officers stay focused on their essential security mission.\u201d<\/p>\n\n\n\n

Why it matters:<\/strong> Traveler questions can increase sharply during peak travel periods and disruptions. The TSA needed a flexible way to scale support, deliver consistent guidance, and reduce pressure on its contact center teams.<\/p>\n\n\n\n

By deploying a secure, autonomous AI agent to answer routine questions and direct more complex needs to staff, the TSA is able to improve service, control costs, and support its missions at scale \u2014 even during periods of heightened demand.<\/p>\n\n\n\n

\u201cIt\u2019s 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,\u201d said Niki French, Customer Experience Branch Manager, Office of Civil Rights & Liberties, Ombudsman, and Traveler Engagement at the TSA.<\/strong> \u201cIf we can help the traveling public easily access accurate, timely information, we can help alleviate stress in the field on travel days and increase the TSA\u2019s overall effectiveness.\u201d<\/p>\n\n\n\n

The impact:<\/strong> The TSA has already automated 100,000 routine conversations per month with Ace. The cumulative impact of this digital strategy will deliver long-term value for the agency, its staff, passengers, and American taxpayers and is projected to save:<\/p>\n\n\n\n