Inside Ace: The AI CargoWise Expert helping users work smarter

CargoWise is an incredibly powerful platform, but with thousands of features and enhancements added every year, even experienced users can lose time searching for guidance. The information is always within reach, but finding it often means stepping out of a workflow to look it up in WiseTech Academy or contact support.

To solve this, we’ve launched Ace — an AI-powered assistant built directly into CargoWise that answers any question about the platform, big or small, with clear, step-by-step guidance — helping you stay focused and keep work moving.

“Ace is designed to make everyday work in CargoWise easier,” says Mirta Fagundes dos Santos, Artificial Intelligence Team Leader at WiseTech.

“Whether it’s a customs broker asking how to enter new declaration codes, a warehouse manager needing help to print a consignment label, or an airfreight operator linking a house to a master airway bill — Ace is there at that exact point in the workflow, providing the right guidance at the right time. It’s like having a CargoWise expert sitting right beside you.”

Intelligent by design

Ace draws on real expertise, leveraging tens of thousands of learning materials within WiseTech Academy — the central source for all CargoWise learning, certification, and support content. From how-to guides and FAQs to Update Notes, product explainer videos, and more, every response is sourced from verified, up-to-date information.

Unlike traditional chatbots that rely on pre-written scripts, Ace uses AI and multi-turn conversation capabilities to understand context and intent. It tailors its responses for both complex and simple scenarios, delivering support that feels genuinely intelligent, not just automated.

“Our focus wasn’t on building a chatbot,” says Dos Santos. “It was on removing the distance between people and the answers they need – making support part of the CargoWise experience itself.”

Ask it anything, from a general workflow question to a specific query, and Ace responds with clear guidance and helpful additional links to more detailed CargoWise learning materials.

By doing so, Ace turns support enquiries into learning opportunities. It not only shows users how to fix an issue but helps them understand why it occurred and how to prevent it in the future. The result: faster onboarding, fewer errors, and more consistent workflows.

Driving productivity and problem-solving

While Ace supports individual users day to day, its value extends to leaders and managers as well. Every question answered instantly means fewer workflow interruptions, fewer support requests, and more time focused on high-value work.

For managers, this translates to teams that are more self-sufficient and productive. Issues get resolved at the source, without escalation or delay. Trends in common queries can also highlight training opportunities, allowing leaders to focus learning where it’s needed most.

“In many ways, Ace acts as an early problem-solver,” says Dos Santos. “When users can resolve challenges immediately, it not only improves productivity – it builds confidence and capability across entire teams.”

Ace in action

Early feedback from users shows Ace is already making an impact. Many describe it as intuitive, fast, and simple to use — a tool that fits naturally into their daily workflows.

“Users have told us that Ace isn’t cumbersome or complicated — it just does what you need it to do,” says Dos Santos. “Because it’s built directly into CargoWise, there’s no setup or learning curve. What’s impressed people most is how Ace understands context, even when the question isn’t phrased perfectly.”

She adds that this contextual intelligence is exactly what her team aimed for. “Ace doesn’t guess at answers. It actively searches our vast library of content to find the right links and guidance based on each user's input. That’s what makes it feel intelligent rather than automated.”

Looking ahead

Ace is an exciting first step towards deeper AI integration in CargoWise. It lays the groundwork for tools that automate routine tasks, uncover real-time insights, flag exceptions, and free users to focus on high value work that drives productivity and scalability. This aligns with broader industry trends. Recent research by CargoWise and Reuters found that 71% of logistics professionals consider digital transformation a top priority, with nearly a quarter (23%) naming it their top priority. Yet, many organizations still struggle with fragmented systems and poor integration.

CargoWise is purpose-built to solve these challenges – delivering the integration, intelligence, and control needed to keep global supply chains moving. As AI tools like Ace evolve, they’ll continue to expand CargoWise’s value, optimizing performance across every layer of the logistics industry.

“Ace lays the foundation for a new era of intelligent logistics execution,” says Dos Santos. “This is just the beginning.”