AFKLMP Cargo targets faster customer interactions through AI
Air France KLM Martinair Cargo (AFKLMP Cargo) is expanding the use of artificial intelligence (AI) across its commercial organisation as it seeks to improve efficiency, automate routine processes and enhance the customer experience.
The cargo carrier said AI is increasingly supporting functions ranging from booking and pricing to customer service, sales support, forecasting and decision-making.
The initiative forms part of what the company describes as a “bionic model”, combining human expertise with technology to enable employees to focus on higher-value activities while simplifying interactions for customers.
One of the latest developments is the introduction of an AI-powered Auto-Fill feature within the myCargo platform. The tool allows customers to copy shipment information from emails or other unstructured text sources and paste it directly into myCargo, where the AI engine automatically extracts and populates key booking details such as dimensions, weight and number of pieces.
According to AFKLMP Cargo, the feature reduces manual data entry, helping customers create bookings more quickly while improving accuracy and productivity.
The company is also gradually introducing an AI-powered Auto Quote capability. The functionality automatically generates spot quotations for requests submitted through myCargo or by email, reducing response times and enabling customers to react more quickly to market opportunities.
AFKLMP Cargo said the new tools support its ambition to create a more digital B2B customer experience that mirrors the convenience and intelligence customers increasingly expect from leading online platforms.
GertJan Roelands, senior vice president commercial at AFKLMP Cargo, said: “AI will be one of the key accelerators of the next phase of our commercial transformation. We believe AI has the potential to fundamentally reshape how customers search, book, manage, and interact with air cargo services.
“The introduction of AI-powered capabilities such as Auto-Fill and Auto Quote demonstrates how technology can simplify complex processes, improve speed and accuracy, and create a more seamless customer experience.
“However, this is only the beginning. We see AI playing an increasingly important role across the entire customer journey, from personalized recommendations to predictive service and intelligent decision support. By combining advanced technology with the expertise of our people, we are building the next generation of customer experience in air cargo while creating greater value for both our customers and our business.”
The carrier said it is continuing to develop additional AI-driven solutions that will be introduced over time as part of its broader focus on innovation, customer centricity and commercial excellence.