Lufthansa Cargo has begun using an internally developed AI-based software solution to handle those booking requests that still come in via unstructured emails. Its new bot and AI function has improved the efficiency and speed at which the corresponding shipments can be properly booked in the system. It would appear that this currently only applies to general cargo booking requests, since the release states: “The expansion of the new booking process to other product groups is already in preparation.” Thanks to AI and robotic process automation (RPA), emails can be scanned, routing requests quickly processed, and customers given a fully automated and instant booking confirmation.
The airline reveals that it has been operating its own ‘AI & Automation Community’ since roughly a year, where experts evaluate and implement potential automation projects. Ten projects have been launched either as pilots or meanwhile fully implemented since the community began. Among them, “an intelligent software solution for customer relationship management that automatically forwards enquiries to the relevant department or makes automated rebookings in the event of unforeseen disruptions during transport.”
Urte Wirtz, Head of Global Sales & Product Management at Lufthansa Cargo, revealed: “The majority of direct booking requests are already submitted via our website or booking platforms. Nevertheless, our sales teams still receive numerous enquiries in unstructured emails in which shipment data is listed in plain text or other file formats. Until now, these had to be transferred manually into our system. Automating this process and entering the data simultaneously into our booking system saves time, particularly at the interface between our employees and our customers. Our forwarders also benefit from automated booking confirmations and faster processing. This increases efficiency and reduces the error rate of incorrectly transferred data on both sides. [..]. With this new project, we have introduced another time-saving process at the interface with our customers. With fewer manual tasks, our sales teams in particular have more time for personal dialogue with our customers. This once again demonstrates that we are actively driving the digitalization of the air freight industry and embracing new technologies.”
Jasmin Kaiser, CIO of Lufthansa Cargo, said: “The technological possibilities offered by AI and RPA ideally complement our digital portfolio. Combined with our core applications, such as the revamped booking platform, they offer a wide range of automation potential that we can implement much faster and more efficiently than just a few years ago.”
