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The more customers, the more inquiries

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The mobility+ app from EnBW already made it possible to do three things at once: Find the nearest charging station, fully charge the car and then instantly pay – all using one and the same app. This can now be done in 17 European countries, at 400,000 charging points. Yet more users also mean more customer service inquiries – especially when things don’t go to plan when charging. If, for example, the charging process has not started automatically, a service employee can simply talk the user through the solution step by step over the phone. More recently, it has also been possible to do this by voice command.

Helping people to help themselves

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Now there is another option: The new e-bot in the mobility+ app gives customers the ability to help themselves. Using a dialogue-based approach, they will be guided through the entire process of fault analysis and be given precise instructions. The e-bot analyzes the fault and initiates the action needed at the charging station to eliminate it. This is then carried out automatically.

Remote support

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This may involve rebooting the entire charging station remotely. The charging process can also be managed on the system side, if the problem is more on the customer side. In the event of a major technical fault that cannot be remotely fixed particularly quickly, the e-bot can simply guide the customer to the nearest available charging station.

Benefits for the customer

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“We developed the e-bot ourselves and have been using it for three years to analyze and troubleshoot faults,” explains Saskia Killinger, who is responsible for digitalizing customer service in the e-mobility team. But how exactly do the drivers of electric vehicles benefit? “Due to the rise of e-mobility in recent years, the number of customer inquiries has of course also increased considerably,” says Saskia Killinger. The e-bot is designed to take the pressure off customer service advisors: “The telephone lines should be kept free for customers who cannot be helped remotely by an e-bot, but instead need personal, detailed advice.” Ultimately, every single customer is helped more quickly and efficiently so that their journey can be swiftly continued – in a fully charged vehicle.