{
  "id": 14747213,
  "title": "CMA CGM and HappyRobot scale up a tailored voice-based AI solution to support CMA CGM’s customers and employees",
  "url": "https://urgent.news/2026/10/15/cma-cgm-and-happyrobot-scale-up-a-tailored-voice-based-ai-solution-to",
  "topic": "ai",
  "section": "AI",
  "published": "2026-10-15T17:00:59.000Z",
  "source": {
    "name": "Hellenic Shipping News",
    "slug": "hellenic-shipping-news",
    "url": "https://www.hellenicshippingnews.com/cma-cgm-and-happyrobot-scale-up-a-tailored-voice-based-ai-solution-to-support-cma-cgms-customers-and-employees/"
  },
  "original_language": "en",
  "account": "CMA CGM Group, a worldwide leader in logistics solutions, has partnered with HappyRobot, a company specializing in the development of enterprise AI agents, to scale up a tailored voice-based AI solution. This expansion follows successful pilots in sales, customer service, and finance, aimed at enhancing customer experience and automating repetitive tasks for CMA CGM's employees.\n\nFollowing the pilot phase, CMA CGM and HappyRobot plan to roll out the solution across the entire Group, including CEVA Logistics. This AI technology has already been deployed in Europe and North America, and it is now set to expand to Africa, South America, and Asia. The primary objectives of this AI voice agent deployment are to automate routine tasks and enable employees to focus on duties where their expertise is most valued.\n\nHappyRobot's platform empowers CMA CGM to develop and deploy multilingual AI agents that are customized to the Group's specific operational requirements and connected to its internal systems. With over 54 million customer requests annually, the solution plays a crucial role in managing customer interactions, facilitating commercial outreach, and automating routine tasks.\n\nAs part of this initiative, HappyRobot developed Eva, an AI voice agent specifically designed for sales outreach. Eva proactively reaches out to potential customers registered on CMA CGM's platform, who do not have a dedicated sales representative. Eva's primary functions involve understanding customers' shipping needs, providing tailored freight quotations, and identifying commercial opportunities for CMA CGM's sales teams.\n\nIn the customer service segment, Eva handles enquiries related to cargo release, such as release status, customs clearance, and shipping documentation. Over 46% of these enquiries are now resolved directly by AI agents. Moreover, Eva can generate emails from CMA CGM's internal systems that include cargo release numbers, simplifying the process for customers and minimizing repeated communication with customer support teams.\n\nIn finance, the AI agents have proven their worth by assisting with payment follow-up by contacting customers regarding outstanding invoices. These calls have resulted in payments being collected, including some made immediately, demonstrating the financial benefits of this AI solution to CMA CGM.\n\nMathieu Friedberg, Executive Vice President, Transformation at CMA CGM Group, emphasized the significance of this collaboration with HappyRobot, stating that by the end of 2026, the group aims to deploy this technology in 20 countries. He also highlighted the innovative nature of this approach, stating that CMA CGM is building AI agents that will work and learn together across the group, thereby compounding their value over time.\n\nPablo Palafox, CEO of HappyRobot, echoed these sentiments, expressing excitement about the group-wide deployment of their AI voice agents, adding that the collaboration goes beyond building agents; it is about creating an ecosystem of agents that work and learn together.\n\nZEBOX, a startup accelerator, played a pivotal role in CMA CGM's partnership with HappyRobot. As part of ZEBOX's Spring 2025 acceleration program, HappyRobot was introduced to CMA CGM's operational teams, allowing the startup to identify business use cases and develop a proof of concept with the Group. ZEBOX also supported HappyRobot's visibility by participating in the CMA CGM stand at Viva Technology and alongside ZEBOX at CES 2026. Additionally, CMA CGM invested in HappyRobot, further reinforcing its support for the startup's development and its voice-based artificial intelligence technology.",
  "summary": "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 ...",
  "key_points": [
    "CMA CGM partners with HappyRobot to deploy voice-based AI solution.",
    "Eva AI agent handles cargo release inquiries, generating emails from internal systems."
  ],
  "editors_take": null,
  "illustration": null,
  "coverage": {
    "outlets": 1,
    "also_reported_by": []
  },
  "ai_generated": true,
  "disclaimer": "Summaries, key points and the editor’s take are written by software from other outlets’ reporting and may contain errors — always check the linked original."
}