Cargo Airline Improves Freight Operations with AI-powered Virtual Agents
A cargo airline logistics provider streamlined its customer service and shipment management by deploying AI-powered virtual agents developed by Streebo Inc and powered by Microsoft Copilot and Azure OpenAI. The solution automates customer freight inquiries, documentation, booking, and tracking, operating across multiple digital channels including WhatsApp, Web, SMS, Email, Voice, and more. Customers can receive instant shipment status, rate quotes, document automation, booking changes, and proactive notifications. Integration with CRM/ERP systems further automates data management and operations. The generative AI chatbot delivers 99% accuracy in responses and supports secure payments, multilingual assistance, and compliance-driven document generation. The project delivered significant improvements in service speed, operational efficiency, and customer experience, meeting the high-volume demands of air freight operations. The use case demonstrates how AI chatbots can automate logistics processes at scale, cutting response times and manual labor. Streebo Inc served as the consulting partner, leveraging Microsoft's AI ecosystem to create a robust, secure, and scalable automation layer for logistics businesses.
- Organization
- Unnamed Cargo Airline
- Industry
- Logistics
- Location
- Global
Reported outcomes
+99%
accuracyQuality & accuracy
Strategic outcomes
Catalog median for quality & accuracy deployments: +90% across 282 reported metrics. Compare benchmarks →
Primary read
Use case focus
Showing 3 of 3
- 1Automated Air Cargo Support Agent
- 2Real-time Freight Tracking and Booking Assistant
- 3Automated Document Generation and Compliance for Air Freight
- High volume of customer freight inquiries overwhelming manual customer service channels.
- Complex shipment tracking, booking, and documentation requirements across global operations.
- Demand for 24/7 multilingual customer support across multiple platforms.
- Manual processes for rate quoting and compliance documentation led to delays and inefficiencies.
- Disparate CRM and ERP systems introduced data silos and workflow bottlenecks.
- Deployment of AI-powered chatbots/virtual agents leveraging Microsoft Copilot and Azure OpenAI on Azure cloud.
- Automated handling of inquiries, documentation, tracking, rate quoting, and booking tasks through digital channels (WhatsApp, Web, SMS, Voice, etc.).
- Integration with backend CRM/ERP and payment platforms for seamless data flow and transaction processing.
- Proactive SLA alerting and live agent handoff for priority queries.
- Multi-lingual AI support and compliance-driven automation for air freight documentation.
- Improved customer response accuracy to 99%.
- 24/7 multilingual support heightens customer satisfaction and expands reach.
- Significant reduction in manual labor and faster case resolution.
- Automated rate quotes and document processing diminish delays and errors.
- Streamlined CRM/ERP integration accelerates end-to-end logistics workflows.
Architecture
The solution integrates Microsoft Copilot and Azure OpenAI services, orchestrated on Azure, to power multi-channel AI virtual agents. These agents interface with CRM/ERP systems and payment gateways, automating the full cycle of freight management: from inquiries and documentation to tracking and SLA monitoring, delivering seamless, secure, and scalable AI-driven logistics support.
Implementation partners1
Sources & evidence1
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