Step 1
Answer the driver
EVCalls answers around the clock in the language options scoped for the network and begins with the operator's approved questions.
24/7 multilingual EV driver support
An AI Call Centre for EV Charging
That Knows When to Act
Show us your support workflow. We'll show you how EVCalls answers the driver, works through your approved CPMS interface, and hands the call to your team when a person needs to take over.
- Built for EV charging support
- Operator-approved workflows
- Human escalation for exceptions
- CPMS-connected support paths
Scripted EVCalls Example
Nothing plays automatically
Session Won't Start
Play a scripted call flow
This visual example has no audio and does not represent a live customer call.
Scripted EVCalls Example
Nothing plays automatically
Session Won't Start
Play a scripted call flow
This visual example has no audio and does not represent a live customer call.
Built around the support call
A Driver Doesn't Care Which System Failed. Your Team Still Has to Find Out.
An AI call centre for EV charging has to do more than recognize a few keywords. A driver may see one failed session, while the cause could sit in the app, wallet, account, authorization flow, connector, charger, communications link, or management platform.
We build the call around the questions your experienced support team already asks. EVCalls gathers the right context, follows your approved instructions, and uses the system access you permit. If the answer is uncertain, the workflow moves to a person who can make the next decision.
That boundary matters. EVCalls does not connect directly to charging stations and does not execute OCPP commands. When a customer authorizes an action, EVCalls requests it through the customer's CPMS interface.
How it works
What Happens From the First Ring to the Next Action
The exact script changes with your business. The operating pattern stays easy to inspect.
Step 2
Identify the right path
The conversation establishes the location, connector, session, account context, and the problem the driver can see.
Step 3
Use approved system access
When the customer's CPMS provides an API or webhook, EVCalls uses only the data and actions approved for that workflow.
Step 4
Confirm or escalate
The call ends with a confirmed next step or moves to Level 2 support with the agreed context.
Our complete EV charging support workflow shows who owns each step, how a connected-system result is checked, and where a human takes over.
Clear boundaries
The Best Support Workflow Is Clear About Where Automation Stops
Drivers need a useful answer, and your team needs control over safety, financial decisions, system permissions, and exceptions.
Emergencies and safety concerns
The support flow stops troubleshooting and follows the operator's emergency escalation route.
Refunds and financial decisions
EVCalls can explain approved wallet steps, but refunds and financial exceptions move to an authorized person.
Charger-facing actions
EVCalls may request an allowed action through the customer's CPMS. The CPMS, not EVCalls, communicates with the charger.
Uncertain or unresolved issues
If the system cannot confirm the result, the driver is handed to the right human instead of receiving a guessed answer.
Systems and permissions
Your Existing Systems Stay in Control
We scope the connection around the API or webhook your CPMS makes available. We do not claim that every platform works before we have reviewed its interfaces and tested your required workflow.
Our CPMS integration review for CPO teams defines the access, confirmation signals, and failure paths needed before a pilot.
Your CPMS remains the charger-facing system.
Your team approves the questions, data access, and allowed actions.
Your escalation route handles emergencies, refunds, and unresolved cases.
CRM or ticketing connections are added only when they are part of the agreed scope.
Designed for EV operations
Different Networks Create Different Support Calls
The workflow should match the people, sites, permissions, and escalation teams behind the network.
Charging point operators
Give drivers one support flow across common session, account, app, and connector questions.
Fleet and depot teams
Route charging interruptions according to the operating rules and escalation paths of the depot.
Multi-unit residential operators
Help residents understand access, accounts, wallet steps, and the correct route for property-level support.
Municipal and community networks
Create a consistent call experience across sites while keeping local escalation teams in control.
Ontario and Canada
Support Plans for the Networks Ontario Is Building Now
Ontario charging networks serve highway drivers, municipalities, workplaces, fleets, and residents of multi-unit buildings. Each setting creates a different call. A stranded highway driver needs a direct next step. A resident may need help with an account, building access, or the right app before charging begins.
EVCalls offers 24/7 multilingual support. Language options, operational terminology, and complete call paths are configured around each Canadian network during scoping. Caller information is planned for Canadian AWS hosting, with the complete data flow and retention rules reviewed before launch.
Our Ontario EV charging support approach explains how we prepare a local workflow without pretending that one script fits every network.
Focused pilot
Start With One Call Reason and a Clear Test
Bring one common support call, your current decision tree, the systems involved, allowed actions, and escalation destination. We will scope a pilot around the workflow and agree on what a useful result looks like before testing begins.
Questions operators ask
What You Should Know Before a Pilot
These answers separate current capability from the items that must be confirmed for your own systems and policies.
What does EVCalls do during an EV driver support call?
EVCalls answers the driver, identifies the charging location and problem, and follows the support workflow approved by the operator. That may include helping a first-time driver find the correct app, explaining how to add funds to a wallet, checking information made available by the operator's systems, or requesting an allowed action through the operator's CPMS. EVCalls does not connect directly to the charger. The CPMS remains in control of any charger-facing communication. If the issue falls outside the approved workflow, involves an emergency, needs a refund decision, or cannot be confirmed, the call moves to the operator's human support route.
Which charging systems can EVCalls connect to?
EVCalls is designed to connect to a charge point management system through the API or webhook interfaces that system makes available. Integration is scoped for each operator because CPMS permissions, data fields, workflows, and action names differ. We first review what the operator's system exposes, what the support agent is allowed to see, and which actions require human approval. We then build and validate the agreed workflow before a pilot begins. We do not publish a universal compatibility list because a product logo alone does not prove that the required interface, permission, or workflow is available for a particular network.
When does an EV charging support call move to a human?
A call moves to a human when the operator's workflow says it should. Common examples include an emergency, a safety concern, a refund request, a financial exception, an unavailable system, or a problem that remains unresolved after the approved steps. EVCalls can route the call to a designated Level 2 support team and pass the context collected during the conversation, including the caller details needed for the handoff, the stated problem, and the steps already completed. The exact destination and information package are agreed during setup so the driver does not have to start the whole conversation again.
What caller information does EVCalls keep?
EVCalls records the caller's name and phone number when that information is needed for a Level 2 handoff. The service is not designed to collect or process payment-card information. The proposed Canadian deployment stores caller information on AWS infrastructure in Canada, but the complete data flow, including subprocessors, backups, support access, retention, and deletion rules, is reviewed with each operator before launch. De-identified call scenarios, missed words, and edge cases may be used to improve the support model. Names and phone numbers are excluded from that improvement process, subject to the final technical and privacy controls agreed for the deployment.
How can an operator test EVCalls before a full rollout?
A focused pilot starts with a support workflow that both teams can inspect and measure. The operator brings one common call reason, the current agent script or decision tree, the systems involved, the actions an agent may take, and the correct escalation destination. We agree on the language, operating window, test cases, and pass or fail conditions before calls begin. The schedule depends on the workflow and the CPMS interface, so we confirm a launch plan only after technical review. The pilot gives the operator a practical way to find gaps, raise concerns, and decide whether a wider rollout makes sense.
Get Started
Plan a Working Demo
Bring one common call reason and the way your team handles it today. We'll use those details to prepare a practical demonstration.
Built around one real support workflow
Multilingual call support scoped to your network
CPMS access reviewed before integration
A focused pilot with agreed test conditions