Support

Frequently asked questions

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What / who is ChargeMate?

ChargeMate is an AI-powered support assistant designed specifically for electric vehicles (EVs) and EV charging stations. It helps EV drivers quickly troubleshoot problems, ensuring they have a seamless charging experience.

As a company, we are EV nerds who like building software and AI products to solve real problems. ChargeMate is on a mission to accelerate transportation electrification by making EV charging work reliably at sale. We ensure your charging experience is reliable, seamless, and delightful every time.

How do drivers access ChargeMate?

Drivers easily access ChargeMate in three ways:

QR Code: Scan the code displayed on the charger using any smartphone camera. QRs can be digital on a charger’s screen or physical stickers applied to the front of a charging station.
Driver Apps: Direct integration within your mobile or web app for starting a charge.‍
Voice Assistant: Natural, conversational support via phone or through voice-enabled web app.

What makes ChargeMate different from other AI or chatbots?

ChargeMate stands apart because it’s built exclusively for EV charging. We offer:

Expert knowledge of EV hardware and EV models through our proprietary Omnimanual knowledge base.
Multimedia troubleshooting guides, driver-uploaded photos/videos for enhanced work orders and data analytics, and remote error resolution for higher success rates.
Rapid deployment (<1 week) requiring minimal setup.
Fully customizable branding that drives loyalty to your network.

How quickly can we deploy ChargeMate on our network?

ChargeMate typically deploys within a few days. We handle all setup and integration, with minimal requirements from your team. You simply provide basic charger and software access details, and ChargeMate does the rest. We’ll discuss this on a brief call and share a deployment checklist – book a call with us by shooting us an email.

How much can ChargeMate reduce our Support and O&M costs?

With nationwide deployments, ChargeMate has handled 95% of driver questions without escalating to a human agent, by responding to driver issues immediately, accurately, and autonomously.
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ChargeMate also streamlines O&M related tasks, reducing technician dispatches and charger downtime.

One of our customers observed 70% of AI chats followed by a successful paid charging session and achieved charging success rates of 95% or higher with our solution.

How does ChargeMate improve charger uptime and reliability?

ChargeMate proactively identifies charger problems based on real-time driver interactions, saving otherwise frustrating, failed charging sessions.
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ChargeMate also equips your operations and field service teams to quickly address potential hardware issues from driver reports.

Does ChargeMate support multiple languages?

Yes! ChargeMate is currently having thousands of support conversations in multiple languages, including English, Spanish, French, German, Mandarin Chinese, and 75 more. Our AI platform can be localized upon request for foreign countries.

Can we customize ChargeMate’s interface to match our brand?

Absolutely. ChargeMate’s user interface can be fully customized, including your logos, colors, and overall design aesthetic, ensuring a seamless, branded experience for your drivers. We want to help make sure your drivers have a great first experience and keep returning to your network.

How does ChargeMate help EV drivers?

ChargeMate instantly answers common charging questions, provides step-by-step troubleshooting, and helps drivers resolve charging issues in real-time, right at the station.

For example, drivers frequently face payment or connection issues. ChargeMate immediately guides them through resolving these common scenarios, dramatically reducing frustration and wait times.

Can ChargeMate integrate with our current software and systems?

Yes, ChargeMate integrates with:

Your Chargepoint Management System (CPMS) via API and standard protocols like OCPI and OCPP
Customer support and ticketing platforms (Zendesk, Intercom, etc.)
Maintenance and work order management systems
Custom integration? Just ask!

Can ChargeMate support multiple charger hardware types?

Absolutely! ChargeMate supports nearly all EV chargers, including Level 2 and DC Fast Chargers from multiple manufacturers. We are always adding more hardware products to our knowledge base.

Is driver data secure with ChargeMate?

Yes, data privacy and security is a top priority for us. ChargeMate does not need to collect any driver personally identifiable information (PII) to be effective. We also fully comply with industry-leading standards such as GDPR and CCPA, ensuring any of your driver and network data are held privately and securely.

Can ChargeMate streamline our maintenance process?

Yes, ChargeMate automatically generates maintenance alerts and creates work orders based on driver-reported issues. It integrates with popular ticketing systems like Zendesk or Salesforce to keep your work orders all in one place.

Can ChargeMate integrate with our payment systems?

Yes, ChargeMate can integrate with common billing and payment platforms for charging providers, subject to non-recurring engineering fees for complex integrations. Together let’s resolve driver payment inquiries and create smoother transactions.

How does ChargeMate handle complex issues or special scenarios?

When ChargeMate encounters unique or complex issues, it will continue trying to solve the driver’s problem and seamlessly offers an escalation path to your live support team, ensuring every issue is addressed quickly based on your driver’s needs.

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