CMA CGM Group, a global player in maritime, land, air transportation, and logistics solutions, along with HappyRobot, a platform for developing and scaling AI agents, is expanding voice-based AI solutions. This collaboration aims to improve customer interactions and automate tasks related to CMA CGM operations.
Expanding AI Solutions at CMA CGM Group
After successful trials in sales, customer service, and finance, CMA CGM is scaling this solution to manage customer interactions and automate related tasks. This initiative is aimed at improving customer experience and reducing employee workload. AI solutions are currently deployed in Europe and North America and are set to expand soon to Africa, South America, and Asia.
HappyRobot enables CMA CGM to develop multilingual AI agents based on specific operational needs. These AI agents are capable of managing over 54 million customer requests annually and assist the group in managing customer interactions and automating repetitive tasks.
Implementing AI in Various Sectors
In the sales department, CMA CGM uses an AI agent named "Eva," developed with HappyRobot, designed to communicate with potential customers not covered by a sales representative. Eva actively reaches out to these customers to understand their transportation needs, provide tailored shipping quotes, and identify business opportunities. In initial campaigns in the UK and Senegal, Eva contacted over 4,000 customers, with about one-third engaging in active discussions about shipping routes. CMA CGM plans to deploy Eva in 20 more countries by the end of 2026.
In customer service, this solution answers questions about cargo release status, including release status, customs clearance, and shipping documentation. Over 46% of these inquiries are resolved directly by AI agents. These agents can also send emails from CMA CGM's internal systems containing cargo release numbers, simplifying the process for customers.
In finance, trials have shown that this solution can support payment tracking and has collected payments by contacting customers about overdue invoices. These calls have also led to immediate payments, providing tangible benefits for CMA CGM's finance teams.
Matthew Friedberg, Executive Vice President of Transformation at CMA CGM Group, said, "Our collaboration with HappyRobot demonstrates how we are turning AI into practical solutions for our operations. This approach reflects our goals for deploying AI in areas that can provide significant benefits for our customers and employees."
Pablo Palafox, CEO of HappyRobot, also stated, "By the end of the year, we will be active in over 20 countries and are working on innovations in other sectors of the CMA CGM Group."
HappyRobot was introduced in the Spring 2025 ZEBOX acceleration program and works closely with CMA CGM's operational teams to identify commercial use cases and develop a prototype model of the concept with the group. Additionally, CMA CGM Group has invested in HappyRobot and supports the development of voice-based AI technology.
