American Airlines further digitises cargo operations

By Rachelle Harry

American Airlines Cargo has started using artificial intelligence (AI) and robotics process automation to streamline its cargo operations. 

The technology implementation is in addition to the iCargo management system, which the carrier started using last year, to ” to evolve business capabilities that support the varying needs of its customers”.

American Cargo said the use of AI and robotics process automation will help it to better forecast its available cargo capacity, as well as automatically confirming specified air waybills (AWBs) and product types when booking requests have been made.

“Using historical data, American can predict the probability of operational challenges as well as where late cancellations or failure to show may occur,” a spokesperson for the company said. “This allows for a tailored, proactive approach for mitigating these challenges and managing customer needs.”

It added: “When bookings fall within certain criteria, the bot confirms the shipments 10 times faster than manual confirmation – therefore freeing up more time for team members to focus on more intricate booking requests or unique customer needs.”

Self-service features of the implemented technology – such as online bookings for specialty products and increased capabilities for payment and check-out methods – will be available next year.

Roger Samways, vice president of commercial at American Airlines Cargo, commented: “As we move through 2021, it will be increasingly important that we continue to modernise and adapt as an industry. The technology we’re using allows us to be more agile to meet evolving customer needs and keep cargo moving around the world.

“Despite its challenges, 2020 paved the way for us to be more effective and I look forward to seeing how the industry evolves as a result.”

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