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.
For charging point operators in Canada and beyond
EV Charging Support That Takes Driver Calls Off Your Team's Hands
We answer around the clock, guide drivers, and bring your team in when needed.
- 24/7 call availability
- Multilingual support
- CPMS-connected workflows
- A pilot before wider rollout
Let's talk about your network
Tell us which calls need better coverage. We'll discuss your CPMS and prepare a relevant demo.
Built around the support call
Your Support Team Shouldn't Have to Repeat the Same Instructions All Day
EV charging support starts with the question your driver is asking. Which app do I need? How do I add funds? Why hasn't the session started? We guide those conversations so your staff can focus on the calls that need their judgement.
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.
Our AI call centre for EV charging works through your charge point management system, or CPMS. That system handles communication with the charger while we guide the caller and check the available result.
We bring software and electrical engineering experience to that conversation, with a focus on how charging systems and driver support fit together.
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.
Let Routine Calls Stay Routine After the Desk Closes
You need an overnight plan that does more than ring the same person for every question. We can guide drivers through common steps and reach your assigned team for decisions that need a person.
Our after hours EV charging support includes the receiving team's schedule, a backup route, and the details needed for the morning handoff.
Hear how a support conversation flows
This scripted demonstration illustrates the exchange, not a customer deployment result. Nothing plays automatically.
Follow the system response and human handoff in our interactive operator walkthrough with transcript.
Plan a Working Demo around the call your team wants to improve.
Clear boundaries
Keep Your People in Control of the Decisions That Need Them
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 connect through your CPMS API or webhooks. Together, we review the information a call needs, the requests it can make, and the response that confirms what happened.
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
Bring session, app, account, and connector questions into a defined support flow. Keep the decisions and exceptions with the people you choose.
Fleet and depot teams
Keep a charging interruption connected to the vehicle and the next departure. Route the call to the depot owner who can make the required decision.
Multi-unit residential operators
Give residents clear guidance while keeping building access and account decisions with the right team. Separate a property question from a charging fault.
Municipal and community networks
Connect calls from different sites to a common set of support rules. Keep local contacts and site responsibilities clear when a person needs to act.
Ontario and Canada
Canadian Coverage Built Around the Calls Your Sites Receive
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.
support for your Ontario charging network follows the access rules, apps, and human support routes your sites use.
Focused pilot
Start With One Call Reason and a Clear Test
Tell us which calls you want handled and the CPMS you use. We'll ask about your current process, show a relevant conversation, and discuss a pilot with outcomes your team can review. You don't need a finished technical brief to start.
Questions operators ask
What You Should Know Before a Pilot
Understand the call flow, connected systems, data review, and pilot before choosing your next step.
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. The review includes rejected requests, delayed responses, and unavailable systems, so each call has a defined next step when the normal path changes. Your technical team can review those tests alongside the caller instructions.
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. Testing also covers an unavailable receiving person and the backup route for that call.
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.