Using AI and robotic process automation (RPA), unstructured emails with shipment data in plain text or other formats can be read and processed, saving sales team members from having to manually transfer information into the booking system.
Customers benefit from fully automated booking confirmation and faster processing with fewer errors caused by incorrectly transferred data.
Urte Wirtz, Head of Global Sales & Product Management at Lufthansa Cargo said: “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 digitalisation of the air freight industry and embracing new technologies.”
Lufthansa Cargo started operating its AI & Automation Community last year where experts evaluate and implement potential automation projects.
This resulted in ten new projects last year including the introduction of an intelligent software solution that automatically forwards enquiries to the relevant department or makes automated rebookings in the event of unforeseen disruption.
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.”