The CMA CGM Group, a global player in sea, land, air and logistics solutions, and HappyRobot, a platform for building and scaling enterprise AI agents, are expanding the deployment of AI voice agents tailored to CMA CGM’s operational needs. Following successful pilots in sales, customer service and finance, CMA CGM is scaling up the solution to manage customer interactions and automate related tasks, improving customer experience.
Building on these initial applications, CMA CGM and HappyRobot plan to extend the deployment across the Group, including CEVA Logistics. Already being deployed in Europe and North America, the solution is expected to expand further in Africa, South America and Asia, automating repetitive tasks and enabling employees to focus on activities where their expertise brings the greatest value.
HappyRobot’s platform enables CMA CGM to develop and deploy multilingual AI agents tailored to specific operational needs and connected to the Group’s internal systems. With more than 54 million customer requests handled by CMA CGM every year, HappyRobot’s solution helps the Group manage customer interactions, support commercial outreach and automate recurring tasks. It enables employees to dedicate more time to situations requiring their expertise and personalised support.
In sales, CMA CGM has deployed Eva, an AI voice agent developed with HappyRobot to engage potential customers registered on CMA CGM’s platform who are not supported by a dedicated sales representative. Eva proactively contacts these customers to understand their shipping needs, offer tailored freight quotations and identify qualified commercial opportunities for CMA CGM’s sales teams.
Across initial campaigns in the UK and Senegal, Eva has contacted more than 4,000 customers, with approximately one-third progressing to active discussions on potential shipping routes. Building on these initial results, CMA CGM aims to deploy Eva in 20 countries by the end of 2026.
In customer service, the solution handles enquiries relating to cargo release, including release status, customs clearance and shipping documentation. More than 46% of these enquiries are currently resolved directly by the AI agents. The agents can also trigger emails from CMA CGM’s internal systems containing cargo release numbers, simplifying the process for customers and reducing repeated exchanges with the teams.
In finance, pilots have also demonstrated the solution’s ability to support payment follow-up by contacting customers about outstanding invoices. These calls resulted in payments being collected, including some made immediately, demonstrating tangible benefits for CMA CGM’s finance teams.
Mathieu Friedberg, Executive Vice President, Transformation, CMA CGM Group, said: “Our collaboration with HappyRobot illustrates how we are turning artificial intelligence into practical solutions for our operations. Building on successful pilots, we are now expanding these applications internationally to improve customer experience and support our teams. This approach reflects our ambition to deploy AI where it can deliver measurable benefits for our customers and employees.”
“By end of year, we’ll be live in over 20 countries and working to continue innovating in other parts of CMA CGM Group,” says Pablo Palafox, CEO of HappyRobot. “CMA CGM isn’t just building agents — they’re building something that compounds over time: agents working and learning together across the group.”
With ZEBOX, from experimentation to deployment
As part of ZEBOX’s Spring 2025 acceleration programme, HappyRobot was introduced to CMA CGM’s operational teams, enabling the startup to identify business use cases and develop a proof of concept with the Group.
ZEBOX also supported HappyRobot’s visibility through its participation on the CMA CGM stand at Viva Technology and alongside ZEBOX at CES 2026.
In addition to the support provided by ZEBOX, the CMA CGM Group also invested in HappyRobot, reinforcing its support for the startup’s development and its voice-based artificial intelligence technology.
