Lufthansa Cargo has made significant strides in enhancing its operational efficiency by introducing an innovative software solution that automates the processing of booking requests via email. Leveraging cutting-edge technologies like artificial intelligence (AI) and robotic process automation (RPA), this system considerably accelerates the way booking requests are handled, aiming to transform the customer experience in air freight.
Traditionally, many booking requests received by Lufthansa Cargo came in the form of unstructured emails, complicating the process for teams tasked with manually entering this data into their booking systems. As Urte Wirtz, head of global sales and product management at Lufthansa Cargo, noted, “The majority of direct booking requests are already submitted via our website or booking platforms,” indicating a shift in customer preferences towards digital engagement. The introduction of AI-driven automation aims to streamline this further, allowing requests to be processed more swiftly and reducing the scope for human error in data entry.
The implementation of this automated system allows customers to receive instant booking confirmations, significantly enhancing service efficiency. Wirtz expressed the benefits clearly, remarking that the automation not only saves time but also liberates the airline’s sales teams from routine tasks, enabling them to focus more on personal interactions with customers. This reflects Lufthansa Cargo’s broader strategy of digitalisation, which has been a priority as the air freight industry evolves.
This project is not an isolated initiative. Underpinning its efforts, Lufthansa Cargo has been actively pursuing multiple automation projects aimed at improving both efficiency and customer service. For instance, last year alone, the company introduced about ten new automation projects, which are now in various stages of development and implementation. Some of these initiatives include intelligent customer relationship management solutions that automatically direct inquiries to the appropriate departments and systems designed to facilitate automatic rebookings in the event of unforeseen transport disruptions.
Further enhancing its digital infrastructure, Lufthansa Cargo has also embraced API integration with other logistics providers, such as DB Schenker. This link allows for real-time access to essential routing information, thereby removing redundancies in data entry across systems and efficiency improvements across the board. As part of a larger vision, Lufthansa Cargo aims to evolve its operations into a leading air freight hub in Europe by 2030, participating in innovative initiatives like the IATA ONE Record to improve data sharing standards within the industry.
As digital transformation gathers pace at Lufthansa Cargo, the commitment to exploring generative AI potential is apparent, reflecting a forward-thinking approach to modernisation across various operational fronts. The integration of AI and RPA in logistics not only supports the immediate goal of optimising booking processes but also indicates the company’s readiness to adapt to future technology trends.
In summary, Lufthansa Cargo’s new automated booking process represents just one facet of its ambitious digital strategy. By continuously innovating and embracing new technologies, Lufthansa Cargo not only aims to enhance efficiency but also seeks to provide greater value to both customers and stakeholders, bolstering its standing as a competitive player in the air freight market.
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Source: Noah Wire Services
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