TSA deploys AI agent to handle traveler questions
The US Transportation Security Administration has introduced an AI agent named Ace to answer routine traveler inquiries, saying it resolves most without human escalation.
The United States Transportation Security Administration has put an AI agent into service to field questions from travelers. The agent, named Ace, was built by Salesforce.
According to the agency, Ace went live during the summer travel surge. It has since handled roughly 100,000 routine traveler conversations each month. About 96 percent of routine inquiries were resolved without being passed to a human, the agency said. Examples given include questions about how to pack liquids and how to bring a medical device through a checkpoint.
The deployment forms part of a wider modernization effort run by the TSA's customer experience branch, which is working with Salesforce to improve traveler service.
Sources
- passengerterminaltoday.comTSA introduces AI agent to assist travelers