WiseTech Transforms CargoWise into AI Execution System

WiseTech Global is transforming its core CargoWise software from a freight forwarding system of record into an AI-powered 'system of execution'. CEO Zubin Appoo told The Loadstar the shift aims to automate tasks previously done by staff, moving value from transaction recording to the decision-making layer.

WiseTech is building this execution layer by combining customer data, its own refined industry datasets, AI agents, and automated workflows. The company had four agentic AI capabilities at the launch of its CargoWise Value Packs, has added two more, and has two described as 'imminent'.

Emerging AI Capabilities

One imminent agent is SARA, the Smart Auto Request Agent. It is designed to handle the information exchange between forwarders and their customers. SARA can examine emails and documents, identify missing or unclear data, request clarification from traders, and return completed information to the operator. Appoo stated this takes humans out of the process entirely.

This will be followed by an auto job creation agent. Once information is gathered, this agent can register the job in CargoWise Next, ingest electronic documents and invoice lines, and initiate other processes like AI-assisted classification and compliance checks. By the time a human operator gets involved, much administrative work is done.

Targeting Efficiency and Monetization

WiseTech is targeting up to 50% labor cost savings for logistics service providers through AI and automation. Appoo declined to specify how much of that saving is achievable today but noted 'solid progress' since building the agents. He said whether customers cut staff, redeploy them, or handle more freight is their decision.

The company also plans to monetize these AI capabilities. Appoo linked this to forecast revenue growth of 12%-20% in FY27, citing 'monetising agentic AI capability'. This explains the strategic move from seat-based licensing to the transaction-linked Value Pack pricing model.

Limits of Autonomy and Liability

There are limits to autonomy, especially concerning regulatory risk. Appoo was clear that liability for an incorrect AI decision rests ultimately with the forwarder or broker. This is why products like its classification tool are described as AI 'assistants'. The intent is for AI to do the legwork, with a human operator reviewing and approving the audit trail.

The regulated nature of logistics makes WiseTech cautious about simply releasing more agents. Appoo said it's not about claiming a high number of agents if they don't perform well.

Competitive Landscape and Expansion

Appoo disagrees that AI lowers barriers for new competitors to challenge established Transport Management Systems (TMS) like CargoWise. He said the main competitor remains in-house legacy systems used by large forwarders, not AI-native challengers. He argued AI is an accelerant for WiseTech, as CargoWise's advantage extends beyond code to integrations with 400 airlines, 160 shipping lines, North American railroads, and global customs authorities.

WiseTech itself is expanding beyond CargoWise. Its $2.1bn acquisition of e2open last year extended its reach to manufacturers, retailers, and shippers. The company's FY26 results outline an ambition to build a 'mission-critical operating system' across five markets.

Appoo rejected the idea that expanding into the shipper market via e2open puts WiseTech in competition with its forwarder customers, calling it a market expansion. He noted about half of ocean freight moves through forwarders, with the rest handled directly by large manufacturers-a market CargoWise didn't traditionally capture.

Acquisitions remain part of the strategy. In July, WiseTech acquired supply chain risk provider FRDM.ai for up to $24.3m, using its technology for the VerifyWise product. Appoo said integrating e2open is a multi-year process but ruled out moving away from mergers and acquisitions.

The result is a proposition that is no longer just a TMS. WiseTech's stated ambition is to become the 'operating system for global trade and logistics', connecting forwarders, carriers, shippers, manufacturers, banks, and governments. Appoo appears determined for CargoWise to own the AI execution layer as value shifts in forwarding software.