EnBW launches AI Assistant for EV charging support
The company has introduced an AI-powered charging assistant to help drivers troubleshoot charging issues in real time, providing round-the-clock support across its fast-charging network.
EnBW has launched a new AI-powered charging assistant designed to support electric vehicle (EV) drivers experiencing issues at charging stations, expanding customer service across its fast-charging network in Germany.
The tool provides immediate assistance over the phone, helping users resolve common charging-related questions without waiting for a support agent. According to EnBW, the assistant can help identify charging stations and connectors, guide customers through the charging process and suggest alternative charging locations when needed.
“Quality is not only demonstrated during the charging process itself, but also when something does not go as planned,” said Lars Jacobs, Chief Commercial Officer E-Mobility at EnBW. “With the AI charging assistant, customers receive immediate support and, in many cases, a direct solution.”
The service also assists with the use of charging cards and the EnBW mobility+ app. By using artificial intelligence to ask targeted questions, the system can diagnose and address many issues during the call. EnBW said around two-thirds of inquiries are already resolved directly through the AI assistant.
The charging assistant is currently available in German and English and operates as the first point of contact before calls are transferred to technical support teams. The service is accessible 24 hours a day through the customer assistance number displayed on all EnBW charging stations.
EnBW operates Germany's largest fast-charging network and, through its mobility services platform, provides access to more than 900,000 charging points across Europe.
