Lufthansa Cargo Leverages AI to Accelerate Booking Processes
Lufthansa Cargo has developed new AI software to process freight booking requests. The decision was taken to reduce the manual effect and increase efficiency. The move is also said to be one of the new steps in the airline’s digital transformation and part of its strategy to keep everything automated.
AI and RPA Simplify Email-Based Bookings
The new system utilizes Artificial Intelligence (AI) and Robotic Process Automation (RPA) to automatically extract and process data from email-based booking requests—an area that previously relied heavily on manual input. While most direct bookings are now made through Lufthansa Cargo’s website or digital platforms, many sales teams still receive inquiries in unstructured email formats.
The new system uses both Artificial intelligence and Robotic Process Automation, which automatically extracts and processes data from email-based booking requests. The improvement is significant as everything that relied on manual work has now changed to an artificial one.
Urte Wiz, Head of Global Sales & Product Management at Lufthansa Cargo stated that "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.”
She added, “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 in terms of 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.”
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Boosting Efficiency and Customer Focus
The automation helps in speeding up the booking process and also reduces the workload of the Lufthansa Cargo sales team, which helps them to focus more on customer engagement and strategic activities.
Wirtz added to the point saying “With fewer manual tasks, our sales teams 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.”
