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AI-Assisted Client Complaints and Satisfaction Management

Accountable
Canadian Air Transport Security Authority (CATSA)
Functional Modes
Deciding (Analytical AI)
Human decides
Purpose
Safety & Security
Input Dataset
Sensitive personal information Identifiable data
Algorithm or Model
Affect & Emotion Analysis
Output Dataset
A recommendation or prediction Identifiable data

The Canadian Air Transport Security Authority (CATSA) is developing an AI tool to automate the handling of client complaints and claims. It uses natural language processing, sentiment analysis, and chatbot technology to triage, route, and respond to submissions from airport security screening clients. The system is still in development and currently serves internal government employees rather than the general public directly. Individuals who submit complaints to CATSA may have their text analyzed by automated systems that infer emotional tone.

Sources for this disclosure

This disclosure was drafted with AI assistance.

Schema: ai@2026-05-06-beta

Government of Canada – DTPR AI Register