EV Connect
How EV Connect deployed four AI chatbot agents on Ultimate AI to handle their most common support scenarios, with full Zendesk integration and mobile SDK support across iOS and Android.
Industry: Electric Vehicle Charging Infrastructure
Client Profile: Provider of commercial and residential EV charging solutions with growing support volumes tracking EV adoption
Key Results
- 30–40% of support volume handled by AI chatbot agents
- 17–23 hours/day of agent time recovered
- Cross-platform deployment across web, iOS, and Android
About the Client
EV Connect provides electric vehicle charging infrastructure for commercial and residential markets. As EV adoption accelerated across the U.S., their support volumes grew with it. Station operators and EV drivers expect fast, accurate answers. The support team needed a way to handle repetitive inquiries without sacrificing response quality.
Client Voice
We design and deploy AI chatbot solutions on platforms like Ultimate AI, integrated with Zendesk, to automate support for infrastructure and technology companies at scale.
Could AI handle 30-40% of your support volume?
The Challenge
Support volume was climbing and the same questions kept coming in: charging station outages, payment failures, session troubleshooting, safety concerns. Each one required a fast, accurate response. Each one pulled an agent away from more complex issues.
Repetitive Volume
Without automation, agents spent a significant portion of their day on inquiries that followed predictable patterns. The answers were well-documented in internal procedures, but those procedures lived in knowledge base articles, not in the support flow itself.
Multi-Channel Requirements
EV Connect needed conversational AI that could resolve common issues automatically, escalate complex ones to human agents, and work inside their existing Zendesk instance and mobile apps.
The Solution
Existing support procedures were analyzed and converted into conversational AI dialogues on the Ultimate AI platform, integrated with Zendesk. Four specialized chatbot agents were built:
Agent 1: Station Damage & Outages
Guides users through troubleshooting steps for inoperative chargers. When human help is needed, it creates a ticket with full context already attached.
Agent 2: Safety & Urgent Issues
Fast-tracks critical reports straight to a live agent with zero delay.
Agent 3: Connection & Authentication
Walks drivers through common problems when they can't start a charge session.
Agent 4: Billing & Payments
Resolves billing questions and flags payment disputes for agent review.
Cross-Platform Deployment
All four agents run across web and mobile. The mobile SDK was implemented for both iOS and Android, putting AI support directly inside EV Connect's apps.
Seamless Handoffs
A switchboard architecture manages handoffs between the chatbot and live agents, so complex issues reach a human immediately with the full conversation history attached. CRM actions automate ticket creation, routing, and data capture within the chatbot flow.
The Results
By the Numbers
- 30–40% of incoming support volume falls into the four automated categories
- 150–200 inquiries/day no longer require manual agent response
- Under 2 minutes per chatbot resolution (vs. 5–10 minutes per agent interaction)
- 17–23 hours/day of agent time recovered
Operational Impact
Four AI agents now handle the most common support scenarios across web and mobile channels. Inquiries that previously required 5–10 minutes of agent time can now be resolved in under 2 minutes through the chatbot, or routed to a human agent with full context already attached.
The switchboard architecture ensures nothing falls through the cracks. When the chatbot can't resolve an issue, the handoff to a live agent includes the full conversation history, so the customer never has to repeat themselves.
We design and deploy AI chatbot solutions on platforms like Ultimate AI, integrated with Zendesk, to automate support for infrastructure and technology companies at scale.
Could AI handle 30-40% of your support volume?