New AI Agent Ace Helps the TSA Support Travelers as They Navigate Airport Security
96% resolution rate. TSA's new AI agent Ace handles 100,000 traveler conversations monthly without human handoff.
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.
The key facts
11 to knowAgent 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
Go to the source
Salesforce Newsroomsalesforce.com
Publisher excerpt: Ace, a new AI agent, handles 100,000 traveler conversations each month and resolves 96% of routine inquiries without escalation