IBS Software introduces AI virtual agents for smarter cargo management

IBS Software announced a breakthrough in AI-driven cargo management at the 25th edition of its flagship Cargo Forum (ICF) in New Delhi. The company unveiled a new generation of AI-powered virtual agents under the Agentic AI suite, promising to redefine how airlines and cargo handlers operate worldwide.

The Agentic AI suite embeds conversational agents across the iCargo platform to support core business functions such as Revenue Management, Customer Service, Mail Management, and Sales. These agents enable users to interact in natural language, offering contextual insights, predictions, and real-time recommendations. By shifting operations from reactive to predictive, the suite aims to reduce manual effort, optimize workflows, and enhance accuracy.

According to Radhesh Menon, Head of Cargo & Logistics Solutions at IBS Software, the new solution directly addresses operational challenges across the cargo value chain. “These AI agents act as copilots, empowering cargo teams to recover revenue faster, respond to disruptions instantly, and deliver personalized customer experiences at scale. This is about transforming operations from reactive to predictive,” he said.

The platform emphasizes a three-pronged approach: transforming customer experiences with hyper-personalized interfaces, improving operational excellence with intelligent virtual agents, and fostering an AI-first culture to democratize insights across teams. These capabilities are expected to deliver measurable business outcomes, including faster revenue recovery and improved service levels, while ensuring trust, compliance, and scalability for global operators.

George Varghese, Head of the Data & AI Centre of Excellence at IBS Software, highlighted the importance of explainability in AI adoption. “We are empowering our customers by uniting iCargo’s robustness as a trusted system of record and its maturity as a platform with the agility of agents to drive outcomes across their networks. With explainable AI built into the core, we ensure trust and transparency while delivering enterprise-grade intelligence at scale, making our customers future-ready in the agent economy,” he noted.

Celebrating its 25th edition, the IBS Cargo Forum has grown since 2012 into a global platform for co-innovation and transformation, bringing together more than 100 airline and cargo handling customers. The milestone reflects IBS Software’s commitment to shaping the future of air cargo with next-generation technologies like AI.