The Canadian Air Transport Security Authority (CATSA) is developing an automated system to improve how complaints and claims are processed. This system uses artificial intelligence to automatically sort incoming complaints, understand customer sentiment from written feedback, and provide personalized responses in multiple languages. The tool aims to make the complaints process faster and more consistent while supporting CATSA staff with intelligent search capabilities and business intelligence reporting.
The system processes customer complaints and claims submissions, analyzes the sentiment and content of customer messages using natural language processing, and generates appropriate responses. This affects customers submitting complaints or claims, as their feedback will be analyzed and responded to by an AI-assisted process. Government employees using the system will rely on AI-generated recommendations for complaint triage and response suggestions.
Key information for transparency: This system is currently in development. It will handle personal information from customers submitting complaints and claims. The system is being developed by a vendor and will primarily be used by CATSA employees to improve their complaint handling processes.
