Taiwan’s China Airlines has become the country’s first air cargo operator to introduce generative AI-powered customer service, launching a new digital platform designed to provide 24-hour support for cargo customers and freight forwarding partners.
The new Cargo AI Customer Service platform, available through the airline’s website and mobile application, uses advanced generative and agentic artificial intelligence technologies to answer complex enquiries, monitor shipments in real time and provide instant access to cargo regulations.
The initiative forms part of the carrier’s wider digital transformation strategy, aimed at improving efficiency and enhancing the customer experience across its cargo operations.
AI platform delivers three core cargo services
The new system is directly integrated with China Airlines’ cargo scheduling infrastructure and offers three primary functions: flight information, shipment tracking and cargo regulations.
Users can access up-to-date flight schedules and operational status information, monitor the real-time progress of cargo consignments and obtain professional guidance on cargo-related requirements sourced from official regulatory websites.
The airline said the platform has been designed to understand and accurately respond to complex spoken enquiries in multiple languages, allowing cargo owners and freight agents to obtain information more quickly and efficiently.
By offering continuous access to critical logistics data, the service aims to improve visibility throughout the supply chain and simplify cargo management for customers operating across international markets.
Cloud technology supports sustainability goals
China Airlines has also incorporated cloud-based smart load-balancing technology into the platform to optimise resource usage.
The system dynamically adjusts computing capacity according to demand, reducing energy consumption and lowering carbon emissions during quieter periods, while maintaining stable performance during peak traffic periods.
The airline said this approach would ensure a consistent and reliable user experience regardless of customer demand.
China Airlines added that it plans to expand the platform further by integrating additional tools commonly used by freight forwarding agents, creating a more comprehensive one-stop digital cargo ecosystem.
Digital transformation recognised with industry award
The carrier’s broader investment in digital innovation has already received industry recognition.
China Airlines recently became the first Taiwanese airline to receive the Customer Service Excellence Award for Best AI System Application Team, reflecting its ongoing efforts to modernise both passenger and cargo services.
Its growing portfolio of smart technologies includes AI-powered customer service tools, the Dynasty Sky Reading digital platform, an upgraded corporate website, and luggage tracking services compatible with Apple AirTag and Find Hub technologies.
The airline is also developing personal AI agent capabilities that will gradually be integrated into additional services, including ancillary purchases, duty-free pre-orders, ticket booking and itinerary management