Saudia Cargo rolls out AI for cargo sales

Saudia Cargo has partnered with cargo.one to introduce artificial intelligence (AI) workers into its sales operations, becoming the first airline to use the technology for handling customer quotation requests at scale. The AI workers will process incoming rate enquiries, prepare freight quotes and support sales teams by taking over routine tasks, allowing faster responses to customers.

Turhan Ozen, Chief Commercial Officer of Saudia Cargo, commented, “This important addition to Saudia Cargo’s digital transformation and sales strategy equips our teams with reliable industry-specific AI workers, engineered to our exact standards and processes. cargo.one’s AI workers deliver a unique proposition of industry knowledge, data foundation, and state-of-the-art technology, and we look forward to sharpening our efficiency and customer experiences, and building our competitive muscle in the market”.    

The move is expected to improve the way freight bookings are handled by reducing the time taken to prepare quotations. Faster quote turnaround can help freight forwarders and shippers make quicker transport decisions, improving the flow of cargo across supply chains. By automating repetitive work, sales teams can spend more time managing complex shipments and customer requirements.

According to cargo.one, the AI workers can reduce quote turnaround time by up to 68% and generate first quotes with an accuracy rate of 89%. The system can also classify enquiries, suggest alternative routing and service options, and continue customer conversations from enquiry through to booking.

Saudia Cargo receives a large number of rate requests every day, many of which require checking flight schedules, capacity and service options before a quote can be issued. The airline said the new system forms part of its wider digital transformation strategy and is designed to improve efficiency while supporting growing demand for air cargo services.