CM.com Conversational AI Cloud
door CM.com
CM.com's Conversational AI Cloud is a platform for building chatbots, voicebots and knowledge bases. Vattenfall's virtual assistant Nina runs on it, according to CM.com: Nina answers questions, gives sustainability advice and can change a customer's monthly instalment on the website, in the app and on WhatsApp, and CM.com reports more than 2 million interactions in 2020. Vattenfall's Procurement and HR teams also use the platform as an internal knowledge base. In June 2025 Vattenfall's director of customer IT said Nina handles a growing share of contacts and that a new generation of the bot should double the contacts it resolves, while customers keep the option of a human. Vattenfall's 2025 annual report puts Nina's resolution rate at 20-30% with a 40% target and says the bot is being upgraded to understand customer situations better. Vattenfall's Dutch privacy statement names 'onze chatbot Nina' and says chats may be used for training and quality. Eneco also started an assistant on this platform in 2018 but has since moved to Microsoft Copilot Studio.
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Gewogen over vier pijlers · bijgewerkt November 2, 2026
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