… state Unisys managers, Sabari Ramnath and Amith KK [KK is his full family name - HS], in this EXCLUSIVE. Their point: Emerging technology is helping air cargo innovation take flight. Both experts were recently recognized for integrating AI and digital cargo booking systems to streamline communication efficiency between airlines and freight forwarders. The Unisys team from Bengaluru, Karnataka State, won the IATA ONE Record 2023 Hackathon Developer Prize, after competing in the around-the-clock event sponsored by Qatar Airways Cargo and held 24-26NOV23 in Doha, Qatar. 

The stunning formula overarching their presentation reads: “Air Cargo Booking is not just a screen; it is a conversation.”

CFG: At Unisys, you create products that drive the air cargo industry to the next level by leveraging cutting edge technology. What relevance did the recent hackathon have for this project?

SR: Our concept 'Air Cargo Booking through conversation' received widespread acceptance from industry leaders, leading us to win the ‘IATA One Record Developer Prize’.

To illustrate this: Before the digital revolution, freight forwarders and airlines primarily communicated through phone calls for inquiries and bookings. This method allowed for more personalized interactions, fostering relationships and tailor-made solutions for specific needs.

With the advent of technology, the air cargo industry transitioned to digital platforms to streamline processes. However, this shift brought challenges. Despite their efficiency, digital systems often struggled to capture the depth and richness of communication found in verbal exchanges. The nuances, context, and understanding present in these conversations were difficult to replicate through screen inputs like fields, buttons, and labels.

KK: So, the new formula should be: “Air Cargo Booking is not just a screen; it is a conversation.” The process isn't merely a transactional system, but a dialogue between parties. It encompasses more than data input and confirmation receipt. It involves understanding unique requirements, addressing concerns, and building relationships - elements vital in conversation, but potentially lost in a purely digital transactional process.

CFG: How did you tackle the problem you mentioned earlier? Please elaborate on your approach.

SR: In the realm of Artificial Intelligence (AI), this transformative solution automates conversations tailored precisely to the preferences of freight forwarders when engaging with airlines. This technology revolutionizes Air Cargo Booking, transforming it from a static screen into an engaging dialogue.

Conversational AI facilitates a more natural and human-like interaction with the IATA ONE Record booking server. Instead of rigid fields and buttons, this technology fosters dynamic and adaptable conversations. It replicates the personalized experience of direct conversation by understanding nuances, context, and preferences, delivering meaningful responses through integration with the ONE Record server.

KK: Furthermore, Generative AI has the capability to generate tailored responses and engage in dialogues specific to customers' needs and inquiries. Leveraging extensive datasets from cargo systems, manuals, and online resources, Generative AI comprehends and addresses customer queries accurately, providing nuanced and customized answers aligned with the unique requirements of freight forwarders. Moreover, this technology streamlines the completion of compliance documents by employing advanced fact extraction techniques, automatically populating forms based on documents possessed by the end user.

CFG: You also developed a technological solution to simplify the more than complex pet booking system. Can you elaborate further? 

KK: As previously mentioned, we utilized a complex pet booking scenario to demonstrate how modern technologies such as Conversational AI, Generative AI, and IATA ONE Record standards could simplify the booking process.

Transporting pets via air involves navigating complex government regulations, airline policies, health requirements, specific kennel criteria and more, often overwhelming pet shippers. However, modern technology offers a solution. Hence, we harnessed the power of Agentic Generative AI enabled by Large Language Models (LLMs), to streamline the pet booking process. 

SR: Our innovative approach employs Retrieval Augmented generation, seamlessly matching questions with relevant, accurate answers, simplifying the pet booking journey for users. Understanding the challenge of document submission, we've revolutionized the process by utilizing cutting-edge fact extraction techniques, reducing redundant efforts in completing compliance documents by automatically populating forms from the user's existing documents. All these capabilities are compounded by the ability of the LLM agent to derive real-time information from various Cargo APIs, to do everything from checking flight availability to executing bookings and generating pre-filled compliance documents.

This solution not only simplifies the process, but also enhances airline customer satisfaction which, in turn, drives increased business. To experience our concept and prototype firsthand, watch the below video showcasing a seamless, interactive, and user-friendly pet booking experience that sets new industry standards.

CFG: What's your next course of action following this Hackathon?

SR: We leveraged this hackathon as a litmus test, gauging resonance, problem-solving capabilities, and the viability of our solution. The invaluable feedback from diverse perspectives – teams, mentors, sponsors – fuels our enthusiasm and confidence. Winning the prize reaffirms the strength of our concept. Now, our sights are set on transforming this validated idea into a remarkable product that solves real problems.

CFG: Gentlemen, thank you for your explanations. 

Interview: Heiner Siegmund

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