Artificial intelligence is creeping into forwarding offices as a “shortcut” tool: good at summarising, bad at knowing when the summary is missing the one detail that matters.
Across the freight forwarding sector, it adds value as decision support – reducing routine mistakes and surfacing risk early – while humans keep ownership of commitments.
Myth 1: “AI can run the desk.”
The myth is that drafting emails equals judgement. AI can help by turning long threads into an action list and flagging missing quote inputs. It fails in South African conditions when intent is informal, changes are last-minute, or authority sits with a person, not the text. Humans must verify the source record and escalate if the output implies a booking change, release request, charge acceptance, or a customer promise.
Myth 2: “AI can predict ETAs reliably.”
The myth is that prediction prevents demurrage, detention and penalties. AI can help by flagging risk signals (tight handovers, missing docs, fragile cut-offs) and outlining scenarios. It fails when one neat ETA hides multiple clocks, and local conditions shift faster than the data. Humans must verify which clock is running and escalate with milestone proof and options when exposure is material.
Myth 3: “AI can do customs because it can read documents.”
The myth is that extraction equals clearance certainty. AI can help as document QA, catching gaps and mismatches before they become holds. It fails when it drifts into interpretation because classification, valuation and permits are fact-specific and accountable decisions. Humans must verify any compliance position and escalate if the AI implies a regulatory conclusion.
How to use AI responsibly
• Use it to spot gaps and risks.
• Demand source grounding for outputs.
• Keep commitments, charges, and compliance human.
• Escalate early when exceptions appear.
• Log mistakes and tighten the process.
About Sterdts
Sterdts is a South African freight forwarder and international household moving company based in Johannesburg, serving clients across South Africa.
Learn more at Sterdts: https://www.sterdts.co.za
