Lufthansa Cargo has recently implemented a specially developed software solution to automatically integrate booking inquiries received via email into the airline's booking system.
AI and RPA
According to the information provided, Artificial Intelligence (AI) and Robotic Process Automation (RPA) are being utilized. This is intended to allow requests for the desired route to be processed even faster. Subsequently, customers receive a fully automated booking confirmation, it says.
"A large portion of direct booking inquiries are already placed through our website or booking platforms today. Nevertheless, our sales teams receive numerous inquiries in unstructured emails, where
the shipment data is listed in continuous text or other file formats. Until now, these had to be manually transferred into our system," says Urte Wirtz, Head of Global Sales & Product Management at Lufthansa Cargo.
Increased Efficiency
According to her, automating the process and simultaneously integrating it into the booking system primarily saves time at the interface between employees and customers. Additionally, forwarders benefit from the automated booking confirmation and a faster processing of the process.
Efficiency is increased on both sides, says Wirtz. Moreover, the error rate of incorrectly transferred data is also
reduced.
"Numerous automation projects have already been implemented at Lufthansa Cargo. With this new project, we have now introduced another time-saving process at the interface with our customers," adds Wirtz.
The expansion of the new booking process, for example for other product groups, is already in preparation, according to the information.
Automation Projects
For about a year, Lufthansa Cargo has been operating the so-called "AI & Automation Community" within the company, in which experts are involved in the evaluation and implementation of potential automation projects.
In 2024, about ten new projects emerged from this –
they are now being used in pilot or already in regular operation.
This includes the introduction of an intelligent software solution within Customer Relationship Management, where inquiries are automatically forwarded to the appropriate customer service or automated rebookings are made during unforeseen events during transport.
"The technological possibilities surrounding AI and RPA ideally complement our digital portfolio. In combination with our core applications, such as the renewed booking platform, these result in diverse automation potentials that we can implement much faster and with greater efficiency than just a few years ago," explains Jasmin Kaiser, CIO
