AgentsSeptember 14, 2026via Salesforce Newsroom
New AI Agent Ace Helps the TSA Support Travelers as They Navigate Airport Security
Why it matters
A large-scale agent deployment in a mission-critical government service demonstrates agent reliability and ROI in high-volume, routine-heavy workflows. This is a real production case study — not a pilot — that practitioners building agent systems can learn from.
Key signals
- Agent name: Ace (Salesforce Agentforce)
- Monthly conversation volume: 100,000
- Resolution rate without escalation: 96%
- Use case: TSA airport security traveler support
- Deployment status: live production
- Published: September 14, 2026
- 100,000 traveler conversations per month
- 96% resolution rate without escalation
- Deployed by TSA for airport security support
- Built on Salesforce Agentforce
- Handles routine inquiries autonomously
The hook
96% resolution rate. TSA's new AI agent Ace handles 100,000 traveler conversations monthly without human handoff.
Ace, a new AI agent, handles 100,000 traveler conversations each month and resolves 96% of routine inquiries without escalation