Carrier pioneers AI-driven sales automation to accelerate quotation response times, enhance customer experience and strengthen digital transformation strategy
Riyadh, Saudi Arabia: Saudia Cargo has become the first airline in the global air cargo industry to deploy cargo.one’s AI-powered sales operations workers at scale, marking a significant milestone in the digital transformation of airline cargo sales. The implementation enables the carrier to automate the handling of inbound Requests for Quotation (RFQs), dramatically reducing response times while allowing commercial teams to focus on higher-value customer engagement and specialised cargo solutions.
The deployment, confirmed through official announcements by Saudia Cargo and cargo.one, positions the Saudi Arabian carrier at the forefront of artificial intelligence adoption within air cargo commercial operations, as airlines increasingly leverage AI technologies to improve efficiency, customer service and competitiveness.
AI-powered sales operations transform quotation management
Developed on cargo.one’s AI-native operating system, the new AI workers are designed specifically for air cargo sales environments, where rapid response times and pricing accuracy are critical to securing business.
Operating around the clock, the AI workers automatically receive, analyse and process inbound Requests for Quotation within seconds, enabling customers to obtain pricing significantly faster than traditional manual quotation processes.
According to cargo.one, the technology delivers up to a 68% reduction in quotation turnaround times, while achieving 89% first-response accuracy on AI-generated quotations. The system has been engineered using logistics-specific datasets and industry workflows, enabling it to understand the operational complexity unique to air cargo sales.
The result is a faster, more responsive quoting process that enhances customer satisfaction while improving overall commercial efficiency.
Enabling sales teams to focus on higher-value services
By automating routine quotation requests, Saudia Cargo aims to free its commercial teams from repetitive administrative tasks, allowing them to dedicate greater attention to complex shipments, strategic customer relationships and value-added logistics solutions.
Specialist cargo products—including pharmaceuticals, perishables, dangerous goods and oversized shipments—often require customised handling and commercial expertise. The new AI-enabled workflow enables sales professionals to focus on these high-value activities while routine enquiries are managed automatically.
The initiative forms part of Saudia Cargo’s broader digital transformation strategy, which seeks to modernise customer interactions through advanced technologies while maintaining high service standards across its global network.
Executive perspectives
Commenting on the deployment, Turhan Özen, Chief Commercial Officer of Saudia Cargo, described the initiative as an important addition to the airline’s commercial transformation programme.
“This important addition to Saudia Cargo’s digital transformation and sales strategy equips our teams with reliable industry-specific AI workers, engineered to our exact standards and processes.”
He noted that the collaboration combines artificial intelligence with deep air cargo expertise.
“cargo.one’s AI workers deliver a unique proposition of industry knowledge, data foundation and state-of-the-art technology, and we look forward to sharpening our efficiency and customer experiences, and building our competitive muscle in the market.”
Logistics-specific AI delivers measurable gains
Moritz Claussen, Founder and Co-Chief Executive Officer of cargo.one, said the success of AI deployment depends on the quality of the underlying logistics data and industry-specific design.
“When built on the best data foundation, AI workers contribute huge value to a carrier’s sales operation.”
He added that cargo.one’s long-term investment in logistics-focused artificial intelligence is now delivering measurable operational benefits for airline customers.
“Our customers, like Saudia Cargo, are reaping the benefits of cargo.one’s investments in a logistics-specific, AI-native operating system over the past years, and stand to benefit from massive efficiency gains and improved execution.”
Reflecting wider digitalisation across the logistics industry
The announcement comes as cargo.one continues to expand its presence across the global freight ecosystem. In recent months, Yusen Logistics joined the cargo.one air freight booking platform, while Crane Worldwide Logistics also entered into a partnership with the technology provider, reflecting growing industry demand for digital booking and AI-enabled operational solutions.
Across the air cargo sector, airlines and freight forwarders are increasingly investing in automation, machine learning and artificial intelligence to address labour shortages, improve operational agility and deliver faster customer service.
Advancing the future of digital air cargo
The deployment of AI workers by Saudia Cargo highlights the industry’s transition from conventional digitalisation towards intelligent automation capable of supporting complex commercial decision-making.
Rather than replacing human expertise, AI is increasingly being deployed to augment sales operations by handling repetitive tasks, improving data accuracy and enabling faster customer responses. This allows commercial teams to concentrate on strategic business development, customer relationships and specialised logistics services that require human judgement and industry experience.
As competition intensifies across global air cargo markets, initiatives such as Saudia Cargo’s AI-powered sales operation are expected to accelerate wider adoption of intelligent automation, setting new benchmarks for speed, efficiency and customer experience throughout the industry.
