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

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ByChristian Robles,
Technology Reporter, Nextgov/FCW

September 15, 2026 05:45 PM ET

The technology has resolved 96% of traveler inquiries without human escalation, according to Salesforce.

The Transportation Security Administration recently deployed Ace, an artificial intelligence agent built using Salesforce technology, to help travelers receive timely responses to questions about airport security rules.

Ace is available to passengers on tsa.gov and the myTSA app to answer questions based on the federal website and over 550 knowledge articles, Paul Tatum, executive vice president of global public sector solutions at Salesforce, told Nextgov/FCW.

The agent can accurately answer basic questions, such as whether a passenger can bring liquids to Dulles International Airport, Nextgov/FCW found when using the system. More complicated inquiries are handed off to a live TSA agent, along with an AI-generated case summary, Tatum said.

Ace went live this year “during the summer...

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