16 Jun 2026
China Airlines' Pioneering Cargo AI Customer Service Sets New Digital Milestone
China Airlines, a Taiwan-based carrier, has launched its all-new Cargo AI Customer Service on its website and app. The airlines is now the first air cargo operator in Taiwan to introduce smart customer service powered by generative AI technology. The Cargo AI Customer Service can understand complex questions to provide cargo owners and shipping agents with around-the-clock support. Customers can now keep track of critical logistic movements and enjoy an interactive digital experience that offers greater convenience.
The China Airlines Cargo AI Customer Service is based on the latest Agentic AI technology and is integrated with the air cargo scheduling system to provide three core services: flight information, shipment tracking, and cargo regulations. Flight information provides a full picture of flight status and schedules; Shipment tracking displays the current status of cargo in real-time; Cargo regulations aggregates information from official websites to provide professional and accurate cargo-related information.
The Cargo AI Customer Service can understand and precisely answer spoken questions in multiple languages. A cloud platform is also used for smart load-balancing to reduce off-peak resource demand for saving energy and cutting carbon emissions, while maintaining stable operation during periods of high-traffic to ensure a smooth service experience for customers at all times. China Airlines will continue to expand the scope of application as well by integrating peripheral system functions commonly used by shipping agents to further improve its one-stop smart cargo experience.
Thanks to its continued promotion of service digitization and innovation, China Airlines has become the first Taiwanese carrier to receive the Customer Service Excellence Award for Best AI System Application Team. The ever-expanding smart services portfolio now encompasses AI customer service, Dynasty Sky Reading, the revamped corporate website, as well as Apple Air Tag and Find Hub luggage tracking services. Personal AI agent functionality is also being integrated to progressively enhance a variety of services including value-added service purchases, duty-free pre-orders, ticketing, and itinerary management, taking passenger and cargo services to a whole new level.
