On 28 May 2025, Lufthansa Cargo revealed the in-house development of new software that combines artificial intelligence with robotic process automation to automatically process booking requests sent by email. This tool is designed to input data directly into the booking system and send customers an automated confirmation almost in real time.
The innovation is based on the observation that, although the majority of direct booking requests now arrive through the company’s website or digital platforms, commercial teams still receive a substantial number of unstructured emails containing shipment details in text form or as various types of attachments. Until recently, such data had to be entered manually into the booking system, a task that was time-consuming and prone to error. According to the company, automating this phase delivers tangible benefits both for internal staff and for customers, who can enjoy faster processing and immediate confirmations.
The development stems from the AI & Automation Community, a working group set up around a year ago to assess and implement automation projects. In the past twelve months alone, this team has launched around ten initiatives, many of which are already operational or in the testing phase. Among the most notable is an intelligent customer relationship management system capable of automatically directing incoming requests to the appropriate departments or rebooking shipments in the event of unexpected disruptions during transport.
Urte Wirtz, head of global sales and product management at Lufthansa Cargo, explained that the automation has a direct impact on process efficiency. In addition to minimising errors linked to manual input, the innovation allows sales staff to focus more on building direct relationships with customers, thereby enhancing the quality of service provided. The initiative forms part of a broader strategy aimed at accelerating digitalisation in the cargo sector, an area where technology can play a transformative role.
