Lufthansa Cargo Leverages AI to Streamline Booking Request Processing

According to a recent update from Lufthansa Cargo, the airline has rolled out an innovative software solution designed in-house to streamline the process of entering booking requests received via email into its booking system. This advancement leverages artificial intelligence (AI) and robotic process automation (RPA), allowing for quicker processing of route requests and providing customers with immediate automated booking confirmations.

“While most direct bookings come thru our website or various platforms, we still get a important number of inquiries via unstructured emails that contain shipment details in plain text or different formats. Previously, these had to be manually entered into our system. By automating this task, we not only save time but also enhance efficiency at the point where our staff interacts with customers. Our forwarders benefit too, as they receive automated confirmations and enjoy faster processing times,” shares Urte Wirtz, who leads Global Sales & product Management at Lufthansa Cargo.

“We’re already working on several automation initiatives at Lufthansa Cargo. This latest project adds another layer of efficiency by reducing manual tasks,allowing our sales teams more opportunities for meaningful conversations with clients. It’s a clear indication that we are committed to advancing digitalization within the air freight sector while embracing cutting-edge technologies.” Plans are underway to extend this new booking method across additional product categories.

Lufthansa Cargo has been fostering an ‘AI & Automation Community’ internally for about a year now. This group assesses and implements various automation projects; last year alone saw around ten new initiatives enter either pilot testing or regular operation phases. These include smart software solutions for customer relationship management that automatically direct inquiries to appropriate departments or facilitate rebookings during unexpected transport disruptions. “The capabilities provided by AI and RPA perfectly enhance our digital offerings,” states Jasmin Kaiser, CIO of Lufthansa Cargo. “When combined with core applications like our updated booking platform, they unlock extensive automation possibilities that can be executed much more swiftly than just a few years back.”