LUFTHANSA Cargo has deployed a new software that utilises artificial intelligence (AI) to automatically turn email enquiries into bookings, reports London's Air Cargo News.
The software was developed in-house and, as well as AI, uses robotic process automation (RPA) to speed up bookings through automation.
Urte Wirtz, head of global sales and product management at lufthansa Cargo, explained that the majority of booking requests now come through the airline's website or through third-party booking portals.
However, the sales team still receive 'numerous enquiries' in unstructured emails with shipment data listed in plain text or other file formats.
'Until now, these had to be transferred manually into our system,' said Mr Wirtz. '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 fewer manual tasks, sales team have more time for personal dialogue with customers, he said.
The cargo division is now looking to expand the new booking process to other product groups.
The development comes as Lufthansa Cargo has been operating its own 'AI & Automation Community' within the company for around a year now.
Last year, this group developed 10 new projects, which are now in the pilot phase or already in regular operation.
This includes the introduction of 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.
SeaNews Turkey
The software was developed in-house and, as well as AI, uses robotic process automation (RPA) to speed up bookings through automation.
Urte Wirtz, head of global sales and product management at lufthansa Cargo, explained that the majority of booking requests now come through the airline's website or through third-party booking portals.
However, the sales team still receive 'numerous enquiries' in unstructured emails with shipment data listed in plain text or other file formats.
'Until now, these had to be transferred manually into our system,' said Mr Wirtz. '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 fewer manual tasks, sales team have more time for personal dialogue with customers, he said.
The cargo division is now looking to expand the new booking process to other product groups.
The development comes as Lufthansa Cargo has been operating its own 'AI & Automation Community' within the company for around a year now.
Last year, this group developed 10 new projects, which are now in the pilot phase or already in regular operation.
This includes the introduction of 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.
SeaNews Turkey
