EV Charging Support Voice Agent

• Head of Operations at a Charge Point Operator
• Customer Support Manager
• EV Fleet Operations Manager
• OEM EV Customer Experience Lead

EV drivers call for help while standing at a charger, often at night or on a highway, with a session that will not start, a payment that went through without charging or a connector that will not release. Support agents switch between the charge point management system, payment records and the app to work out what happened.

We build a voice agent for your support line that identifies the station and connector from the caller's description, the station name or the ID printed on the charger. It reads live status, connector state, recent fault codes and session logs from your charge point management system. It walks the driver through troubleshooting steps written for that charger model and connector type and, where your operations team allows, triggers remote actions such as starting, stopping or resetting a session, each one logged. It checks payment and session records and raises refunds within policy. Any mention of smoke, burning, damaged cables or water sends the call to a person and alerts field operations.

• Identifies station and connector from station name, charger ID or location
• Reads live charger status, connector state, fault codes and session logs from the CPMS
• Guided troubleshooting by charger model and connector type
• Triggers remote start, stop or reset only from an allow-list your operations team approves
• Checks payment and session records and raises refund requests within policy
• Immediate human escalation for smoke, burning smell, damaged cables or water

1. 01Identify the chargerThe agent identifies the station and connector, and confirms the vehicle is plugged in where relevant.
2. 02Screen for safetyAny description of smoke, burning, sparks, damaged cables or water sends the call to a person and alerts field operations.
3. 03Read charger stateLive status, faults and the latest session log are read from the CPMS.
4. 04Guide or actThe agent guides the driver through model-specific steps or triggers an approved remote action.
5. 05Check the outcomeIf charging still does not start, the call is handed to a support agent with the diagnostics, and a field ticket is raised.
6. 06Close and refundOutcomes are logged, and refunds for failed sessions are raised within policy limits.

1. Telephony and dialogue
   • Support line over SIP or IVR
   • Multilingual speech recognition and voices with language detection
   • Troubleshooting playbooks and safety escalation rules
2. Charging systems
   • CPMS API for status, faults and sessions
   • Remote command gateway with allow-list
   • Payment and wallet records
3. Operations
   • Human support desk
   • Field service ticketing
   • Refund workflow
4. Monitoring
   • Remote command and call logs
   • Fault trend dashboards by station

Safety reports, repeated faults and refunds above policy limits go to people. Remote actions are limited to an allow-list approved by your operations team, and support leads review command logs.

• Charge point management system using OCPP
• Payment gateway and wallet
• Field service management tool
• Helpdesk such as Freshdesk or Zendesk
• Telephony or cloud contact centre
• WhatsApp Business API

• Remote commands limited to an approved allow-list, with no configuration or firmware changes
• Safety keywords trigger immediate human transfer
• Drivers are never asked to handle damaged equipment
• Session and payment verification before any refund
• Every remote command logged with caller, charger and outcome

• Driver phone numbers, vehicle details and charging locations are personal data handled under the DPDP Act 2023.
• Electrical safety and installation compliance of chargers remain the operator's responsibility; the agent supports drivers and logs actions.

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