With AI: EnBW launches 24/7 support at charging stations
EnBW is introducing a new service that provides round-the-clock support to electric vehicle drivers at the company’s charging stations when they encounter problems. The company refers to this as a "KI-Ladeassistenz" — meaning that those who call EnBW’s hotline receive assistance from artificial intelligence.
The new AI charging assistant is designed to support customers directly over the phone when questions or problems arise during charging. “Quality is demonstrated not only during the charging process itself but also when something doesn’t work as planned. Some customers may already be familiar with EnBW’s technical phone support. We are now complementing this with the AI charging assistant,” says Lars Jacobs, Chief Commercial Officer for E-Mobility at EnBW. “This way, they receive immediate assistance and, in many cases, a direct solution. Our customers thus benefit from high service quality at Germany’s largest fast charging network.”
The AI charging assistant is already available, currently offered in German and English, and precedes technical support. It can be accessed around the clock via EnBW’s service number, which is displayed at all EnBW charging stations. In the future, additional support services related to charging are planned to be added.
The charging assistant uses artificial intelligence to assist customers in their daily lives. It can help identify charging stations and points clearly, start the charging process, or find alternative nearby charging locations. By asking targeted questions, it can usually quickly provide a solution to individual problems. Additionally, it offers support for using the charging card or app.
According to EnBW, the AI charging assistant has recently been able to handle around two-thirds of requests on its own. This is intended to relieve human service teams, allowing them to focus on more complex issues.
As early as 2023, EnBW introduced the so-called E-Bot in its charging app, EnBW mobility+, as a self-help feature for problems with charging. It guides customers through the entire process of troubleshooting via an automated dialogue and provides precise instructions. This is also meant to help reduce the workload on customer service.