AI continues to evolve rapidly. At Modality, we are also exploring how smart technology can support and improve existing processes across various areas. We are currently focusing on three key areas: support processes, software development and, on the business side of our ICMS systems, product development.
Not all AI developments are directly visible to our customers. Some applications are primarily used to support internal processes, while others evolve into tangible product functionalities. In addition, the various initiatives are at different stages of development, ranging from research and design to delivery and implementation.
In this article, we provide an update on several AI initiatives that are currently being actively developed, including the stages they have reached.
AI-OCR module enters rollout phase
One of the developments within the key area of product development is the Modality AI-OCR module. This solution is designed to automatically process booking orders that customers receive as PDF documents from their clients.
Within container logistics, transport orders are still frequently processed manually. Processing orders submitted in PDF form is particularly time-consuming for customer service departments. With the AI-OCR module, we are investigating how we can further automate this process.
The solution is designed to automatically convert both text-based and image-based PDF files into a JSON message. This message can then be processed directly via the Modality Booking API, automatically generating an operational booking.
The AI-OCR module is primarily intended for customers who still rely on manual order processing or receive a large number of orders as PDF documents. For these customers, direct system-to-system integration through EDI or the Modality Booking API remains the preferred approach. We mainly view the AI-OCR module as a practical stepping stone towards the further automation of order flows.
The solution is currently in the rollout phase and the first customer demos are underway. During these demonstrations, we show in real time how existing PDF orders are automatically recognised and processed within the Modality platform.
AI for streamlining support operations
In addition to product development, we are also exploring how AI can help optimise internal processes within our support department.
Each day, our support department handles many customer inquiries, support requests and updates via the support mailbox. In practice, this regularly results in a complex flow of separate emails, updates and feedback relating to the same support ticket. Maintaining oversight, setting priorities and ensuring coherence are important aspects of this process.
To further support this process, a pilot for an AI application within our support environment was recently initiated. This solution is currently in the development phase.
Modality applies AI to support the support department
The application is designed to automatically analyse and classify incoming support emails. This involves recognising metadata such as customer name, type of support request, urgency and references to existing tickets. Furthermore, we are looking into how AI can help prioritise and group related emails and automatically generate tasks within our project administration.
Our aim is not to replace personal customer contact, but rather to provide support staff with greater clarity and structure within existing processes. As a result, issues can be addressed more quickly and effectively.
Continuing targeted development
Going forward, we will continue to explore how AI can contribute to existing logistics processes and internal workflows in practical ways within Modality. Some applications will be mainly used internally, while other developments will eventually become available directly within our software solutions.
In this respect, our focus will remain on applications that genuinely support the day-to-day operations of terminals, transport operators and logistics organisations.
Do you have questions about these developments, or would you like to discuss the options within your organisation? Your account manager will gladly tell you more.
