Air, Freight News


Bot speeds Lufthansa bookings

[ May 27, 2025   //   ]

Lufthansa Cargo is using a new bot and AI function to book shipments more quickly.

The internally-developed software solution automatically enters booking requests received by email into the airline’s booking system using artificial intelligence (AI) and robotic process automation (RPA). Customers then receive a fully automated booking confirmation instantly.

While most direct booking requests are already submitted via the carrier’s website or booking platforms the sales teams still receives numerous enquiries in unstructured emails in which shipment data is listed in plain text or other file formats which, until now, had to be transferred manually into the system. Automating this process and entering the data simultaneously while forwarders also benefit from automated booking confirmations and faster processing.

Lufthansa Cargo has been operating its own ‘AI & Automation Community’ for around a year now. Experts evaluate and implement potential automation projects and last year alone, this resulted in around ten new projects, which are now in the pilot phase or already in regular operation. These include 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.

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