TSA uses AI agent to respond to 100,000 traveler conversations per month

The Ace agent, built on Salesforce technology, answers passenger questions on tsa.gov and in the myTSA app. It handles about 100,000 inquiries per month and resolves 96% of requests without a human operator, reducing interaction costs by more than 90%.

• Ace handles ~100,000 traveler inquiries per month
• 96% of requests resolved without escalation to a live operator
• Interaction costs reduced by more than 90%
• Expected savings of $11 million over three years