China Airlines has added an AI customer service assistant to its cargo business with the aim of speeding up answers to customer questions.
The Taiwan-based shipping company said Cargo AI customer service can understand complex questions and provide 24-hour support to shippers and carriers.
The service is built using the latest Agentic AI technology and works with air cargo scheduling systems to provide three core services: flight information, cargo tracking, and cargo regulation.
Flight information provides an overview of flight status and schedules. Shipment tracking shows you the current status of your shipment in real time. Cargo Regulation aggregates information from official websites to provide professional and accurate cargo-related information.
This system can understand and answer questions spoken in multiple languages.
“The cloud platform will also be used for smart load balancing to reduce off-peak resource demands to save energy and reduce carbon emissions, while maintaining stable operations during busy periods to ensure a smooth service experience for customers at all times,” the airline said in a press release.
The airline added that it will expand its coverage and integrate peripheral system capabilities commonly used by shipping agents, “further improving the one-stop smart cargo experience.”
The technology investment comes as the company looks to expand its fleet. Late last year, China Airlines announced that it had expanded its order for Boeing 777-8F aircraft by four aircraft to a total of eight aircraft, and had also purchased four 777F aircraft.
The new aircraft order comes as the airline looks to upgrade its fleet with more modern aircraft.
In addition to announcing an order for new freighters, the airline also announced plans to sell four older Boeing 747-400 freighters, two of which will be sold to Cargolux.
