CargoAi’s AI Agent Now Handles 70% of Air Cargo Email Inquiries for Airlines and Forwarders
The CargoAi AI agent now processes 70% of customer email inquiries across airline and freight forwarder desks, the company announced at the Air Cargo Forum in Miami. Operating in production since October 2024, the system reads incoming quote requests, drafts pricing calculations, and responds to routine messages across multiple digital channels.
Operational Metrics and Time Savings
According to production data presented by Founder and Chief Executive Officer Matt Petot, the software read 446,000 shipment requests over two years from unstructured emails, spreadsheets, and document images. Each request took approximately 1.6 seconds to parse, eliminating an estimated 37,000 hours of manual data entry.
In 2026, the AirAgent system processed 105,000 airline customer emails, including 25,000 in October alone. Approximately seven in ten messages sought basic information regarding rates, shipment tracking, or booking status. Handling these requests automatically returned around 6,100 hours of administrative work to airline personnel this year.
“The real value of AI in air cargo is not simply in answering questions faster. It is in removing people’s workload.”
Matt Petot, Founder & CEO of CargoAi
Freight Forwarder Workflows and Auto Quote
Freight forwarders generated 400,000 quotes within the platform during 2026, with the Auto Quote tool generating drafts directly from live airline rates. This functionality saved an estimated 87,000 working hours across participating logistics companies. As a result, the tool allows pricing desks to cut quoting time by up to 80% through modern applications.
The underlying network includes 6,935 forwarding companies that evaluated rates across 209 air carriers over the past 12 months. In addition, tracking capabilities span more than 260 airlines worldwide, supporting global aviation logistics.
System Architecture and the CargoAi AI Agent
The underlying platform operates across three specific environments: carrier mailboxes, forwarder pricing desks, and messaging channels. For customer service departments, the tool functions in four stages: filtering, reading, drafting, and replying. In October 2026, drafted email replies expanded ninefold compared to the previous month.
Customer interactions also run via the Aike assistant on messaging platforms including WhatsApp and the CargoMART interface. For external software integration, APIs and connectors link directly with Microsoft Copilot, Claude, and ChatGPT through advanced artificial intelligence protocols.
Industry Adoption and Integration
Time-critical logistics provider STRACKER integrated the connector to automate rate comparisons and airfreight quote preparation. Carole Longe, Product Manager at STRACKER, said the tool converts carrier data into actionable customer quotations within minutes instead of hours.
Global freight forwarder Flexport also connected its internal systems to automate freight consolidation and carrier booking. The organization uses automated agents to identify cost-efficient transport options without requiring staff to conduct repetitive administrative tasks.
