Meet Ace, The TSA's AI Chatbot For Travelers

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Traveling just got easier! The Transportation Security Administration (TSA) now offers a new way to get answers before you reach the airport:

Can I bring this through security?

Does this need to come out of my bag?

What are the rules for medications, medical devices, liquids or electronics?

It is called Ace, and it's the TSA’s new artificial intelligence assistant.

Ace is designed to answer common questions about airport security, packing, and the TSA screening process. Travelers can use it around the clock through TSA.gov and the myTSA mobile app. The assistant was built using Salesforce technology, the popular CRM software company, and is already handling approximately 100,000 traveler conversations each month. According to Salesforce, Ace resolves 96% of routine inquiries without requiring a TSA employee to take over.

What Is the TSA’s Ace AI Chatbot?

Ace is a virtual assistant specifically designed for TSA-related travel questions.

Unlike a general-purpose AI chatbot, Ace focuses on information about airport security and TSA procedures. It answers questions using TSA guidance and a library of more than 550 knowledge articles.

That means travelers can ask ordinary questions in conversational language instead of searching through pages of TSA information on their own.

For example, Ace can help with questions about:

• Liquids and carry-on restrictions
• Medical devices such as CPAP machines
• Items that may or may not be allowed through a checkpoint
• Preparing for airport security screening
• Other common TSA policies and procedures

Salesforce says Ace was introduced during the summer travel period and now handles about 100,000 routine traveler conversations every month.

How Do You Access the TSA Ace Chatbot?

There are two primary ways to use Ace.

1. Use Ace on TSA.gov

Visit TSA.gov and look for the option to chat with Ace. The assistant is available to answer common TSA and airport security questions online. Ace is currently available through the TSA website as well as the agency’s mobile app.

2. Use Ace in the myTSA App

You can also access Ace through the official myTSA app.

The current myTSA app includes access to the Chat with Ace virtual assistant 24 hours a day. The app is available for both iPhone and Android devices.

In addition to Ace, the myTSA app provides other travel information, including airport security guidance, TSA PreCheck information and airport-related updates.

What Can You Ask Ace?

Ace is intended for the kinds of questions travelers often have while packing or preparing to go through airport security.

You might ask:

• “Can I bring a CPAP machine through security?”
• “How much liquid can I put in my carry-on?”
• “Can I bring this item on the plane?”
• “What should I expect at the TSA checkpoint?”
• “How do I travel with a medical device?”

The goal is simple: give travelers fast access to TSA information before they arrive at the checkpoint.

That can be particularly useful when the alternative is searching the TSA website, calling a contact center or waiting until you reach the airport to find out whether something in your bag is allowed.

What Happens If Ace Cannot Answer Your Question?

Ace is intended to handle routine questions, not every possible travel situation.

When a question requires additional help, more complicated inquiries can be passed to TSA personnel. TSA employees can then review information from the conversation rather than requiring the traveler to start the entire discussion again.

That combination of automated assistance and access to a human representative is one reason the system is noteworthy.

Travelers can get quick answers to simple questions while TSA personnel remain available for situations that require individual attention.

A Useful New Tool Before Your Next Trip

Airport security rules can be easy to forget, particularly if you do not travel frequently or if you are carrying something unusual.

Ace gives travelers another option for getting answers before leaving for the airport.

If you are wondering whether something belongs in your carry-on, how to travel with a medical device or what to expect at the security checkpoint, asking Ace may now be one of the easiest places to start.

To try it yourself, visit TSA.gov or open the official myTSA app and look for “Chat with Ace.”

Frequently Asked Questions About the TSA Ace AI Chatbot

What is Ace from the TSA?

Ace is the Transportation Security Administration’s AI-powered virtual assistant. It answers common questions about TSA airport security, packing rules, screening procedures and other travel-related topics.

How do I access the TSA Ace chatbot?

Travelers can access Ace through TSA.gov or through the official myTSA mobile app. The myTSA app includes a “Chat with Ace” feature that is available 24/7.

Is the TSA Ace chatbot available 24 hours a day?

Yes. The official myTSA app describes Chat with Ace as available 24/7.

What questions can I ask the TSA AI chatbot?

Ace can answer routine questions about TSA policies, including carry-on liquids, permitted items, medical devices, airport security screening and preparing for a checkpoint.

Can Ace tell me whether an item is allowed through TSA security?

Ace is designed to provide TSA guidance about common permitted-item and security-screening questions. For unusual or complicated situations, travelers may still need assistance from TSA personnel.

Is Ace replacing TSA customer service employees?

No. Ace handles routine questions and can direct more complicated inquiries to TSA personnel when human assistance is needed. Salesforce reports that 96% of routine inquiries have been resolved without escalation.

Do I need the myTSA app to use Ace?

No. Ace is available through both TSA.gov and the myTSA app.

Is the myTSA app free?

The official myTSA app is available through the Apple App Store and Google Play and provides TSA travel information, including access to Chat with Ace.