CMA CGM Expands Eva Voice AI for Customer and Employee Support

CMA CGM, in partnership with startup HappyRobot, is expanding the rollout of a multilingual voice artificial intelligence solution tailored to its sales, customer service and finance operations. Following successful pilots, the French carrier is scaling up the tool with the goal of managing customer interactions and automating repetitive tasks, improving the user experience.

In the commercial area, CMA CGM deployed Eva, an AI-powered voice agent that proactively reaches out to prospective customers registered on the group's platform who do not have an assigned sales representative, in order to learn about their shipping needs and offer freight quotes. In initial campaigns in the UK and Senegal, Eva contacted more than 4,000 customers, of whom roughly one third moved forward into active conversations about their transport requirements. Building on these results, CMA CGM aims to roll out Eva in 20 countries by the end of 2026.

In customer service, the solution handles inquiries related to cargo release, including release status, customs clearance and shipping documentation. More than 46% of these inquiries are currently resolved directly by the AI agents, which can also trigger emails from CMA CGM's internal systems containing cargo release numbers. In the finance area, pilots showed that the tool can contact customers regarding outstanding invoices, resulting in payment collection, in some cases immediately.

HappyRobot's platform enables CMA CGM to develop and deploy multilingual AI agents connected to the group's internal systems, which handle more than 54 million customer requests per year. The rollout is already underway in Europe and North America, and is expected to extend to Africa, South America and Asia, as well as to CEVA Logistics, the group's logistics arm.

Mathieu Friedberg, Executive Vice President of Transformation at CMA CGM Group, said the collaboration with HappyRobot reflects how the company turns artificial intelligence into practical solutions for its operations, as well as its ambition to deploy it wherever it delivers measurable benefits. For his part, Pablo Palafox, CEO of HappyRobot, noted that by the end of the year they will be active in more than 20 countries and will continue innovating in other areas of the group. HappyRobot took part in ZEBOX's Spring 2025 acceleration program, during which it developed a proof of concept with CMA CGM before moving into operational deployment, and the French carrier subsequently invested in the startup.