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China Airlines has set a new digital milestone in air freight logistics by introducing its Cargo AI customer service on the company website and in the app. This makes the Taiwanese airline the first air freight operator in Taiwan to offer an intelligent customer service based on generative AI technology. The new service allows cargo owners and shipping agents to receive support around the clock and track critical logistics movements.
Features of the Cargo AI customer service
The Cargo AI customer service from China Airlines utilizes the latest Agentic AI technology and is integrated with the air freight planning system. It offers three core services: flight information, shipment tracking, and cargo regulations. The flight information feature provides comprehensive details about the status and schedules of flights. The shipment tracking displays the current status of the cargo in real-time, while the cargo regulations aggregate information from official websites to deliver precise and professional details.
The customer service can understand and accurately respond to complex questions in multiple languages. Additionally, a cloud platform for intelligent load management is employed to reduce resource needs during low-demand periods, contributing to energy savings and a decrease in carbon emissions. At the same time, stable operations during busy periods are ensured, „to provide customers with a smooth service at all times,“ as the company promises its clients.
Outlook on future developments
China Airlines plans to further expand the scope of the Cargo AI customer service by integrating features from peripheral systems frequently used by shipping agents. This aims to enhance the comprehensive digital experience for customers.
The continuous promotion of digitalization and innovation in the service sector has led to China Airlines being the first Taiwanese airline to receive the Customer Service Excellence Award for the best AI system application team. The growing portfolio of intelligent services includes not only the AI customer service but also the Dynasty Sky Reading, the revamped corporate website, and the baggage tracking services Apple Air Tag and Find Hub. Furthermore, a personal AI agent feature will be integrated to gradually enhance a variety of services such as purchasing add-ons, duty-free pre-orders, ticket bookings, and managing travel itineraries.
