How AI Is Helping Customers Better Plan for Intermodal Shipments

Sep 09, 2026

For intermodal customers, shipment visibility is critical to keeping supply chains running smoothly. While knowing when a train is expected to arrive is important, knowing when a container will be available for pickup is often even more valuable.

Why it matters

Accurate Estimate Time of Arrival (ETA) and Estimated Time Grounded (ETG) predictions allow customers to better coordinate labor, schedule drivers, position equipment, manage inventory and respond quickly when conditions change. Delivering that level of visibility has long been one of the freight transportation industry's toughest challenges. Traditional ETA calculations often rely on schedules and static data, making it difficult to account for the real-world variables that impact freight movement every day.

Solving a long-standing industry challenge

Despite years of efforts with external partners, creating a scalable solution that consistently delivered the accuracy customers needed remained a challenge. This year, Norfolk Southern took a different approach by uniting internal talent from Digital & Technology, Intermodal Product, and Intermodal Customer Logistics.

Pictured from left to right: Akshay Chauhan, Mabby Amouie, Paul Trively, Kristin Hubbard, Kenny Rains, members of the Data Science team not pictured; Ilya Lavrik, Lan Zhou, Arda Bati, Sheng Zou, Linfeng Li

The team developed a new AI-powered Predictive ETA and ETG capability which is now available in AccessNS. By combining real-time network data, historical trends, and machine learning models, the solution continuously adapts to changing conditions in the network and provides more accurate, actionable shipment forecasts.

The development of these AI models was led by Senior Director Analytics, Akshay Chauhan and Norfolk Southern's Data Science team in close partnership with Intermodal Product, Commercial leaders.

A key differentiator of the capability is its focus on ETG.

While ETA forecasts when a train arrives, ETG predicts when a container will actually be available for pickup. Using a strict measurement of accuracy within two hours of actual performance, the models continue to improve as shipments move closer to their destination.

"This is about more than improving a model. It's about changing the experience for our customers," said Chauhan. "By applying AI in a way that reflects how our network actually operates, we're delivering information customers can trust and act on."

The new model delivers consistently higher ETA accuracy than the baseline model across both 2-hour and 4-hour prediction windows.

AI-powered innovation improves shipment visibility for customers

More reliable shipment visibility helps customers plan with greater confidence, reduce supply chain uncertainty and make faster, better-informed decisions.

"By leveraging real-time data and aligning to customer needs, we're delivering greater reliability and confidence in every shipment," said Kenny Rains, Director Intermodal Customer Logistics. "It's a value-driven solution that helps our customers plan better, operate more efficiently and stay competitive."

At its core, the Predictive ETA and ETG initiative shows how cross-functional collaboration and AI-powered innovation can turn complex operational data into more accurate, actionable insights for customers. As we continue advancing Train ETA capabilities, all intermodal customers now have access to the Intermodal ETA model, providing more visibility into shipment arrival times.

With more reliable arrival and grounding predictions, customers can better plan resources, reduce disruptions, improve supply chain coordination and make faster, more informed decisions.

As these AI-powered capabilities continue to evolve and scale, Norfolk Southern is strengthening the visibility, reliability, and service customers depend on while advancing a broader commitment to apply AI across the network. The result is a smarter, more connected railroad that enhances builds customer trust and delivers a better customer experience.

By Jihan Gary, Senior Communications Manager

Jihan Gary leads strategic communications for Norfolk Southern, focusing on change management and employee communications. She also oversees communications for Digital and Technology, Human Resources and Compliance. Jihan joined NS in 2023, with over 15 years of corporate communications expertise.