GermanyEnergy and utilities2026 – ongoingEnBW
AI telephone assistant for EV charging support
EnBW said its charging assistant handled around 2/3 of inquiries during the call
Problem
Drivers needed immediate help when they could not start charging or encountered problems at charging stations. EnBW faced growing expectations for support as its charging network expanded.
Approach
EnBW placed an AI telephone assistant before its technical support team. Available around the clock in German and English, it helped identify charging points and guided customers through charging problems. It also supported questions about charging cards and the app.
Results
Takeaway
EnBW reported the share of inquiries handled during conversations with the assistant. It did not disclose a separate measure of successful charging sessions after those calls.
Categories
- Size
- Large enterprise
- Industry
- Energy and utilities
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Off-the-shelf tool or platform
- Evidence
- Company's own claim
Sources
Source summaries
EnBW announced that its AI charging-support assistant was already available in German and English. It said around 2/3 of inquiries were handled during the conversation, allowing service teams to concentrate on more complex requests.
Full details are in the original sources.
