Resolving Customer Service Challenges in EVSE with Vision AI - Bruviti | Aftermarket AI
Resolving Customer Service Challenges in EVSE with Vision AI
Industry Overview
The EV charger industry has experienced remarkable growth globally, from almost $25 billion in 2021 to approximately $50 billion in 2024, and is projected to soar to about $225 billion by 2030.
Globally, by 2030, there will be 12.9 million publicly available EV charging stations.
EV Industry trends
Reliability Issues: EV charging stations have an average reliability score of only 78%, indicating that approximately one in five stations are non-functional.
Inaccurate Malfunction Diagnosis: EV car owners often struggle to accurately identify or describe issues when providing feedback to OEMs, leading to poor user experiences and low customer satisfaction (CSAT).
Quality and reliability of EV charging infrastructure: A recent study revealed that 25% of public EV chargers are unusable, with issues such as broken connectors, network failures, payment system malfunctions, and unresponsive screens. Even after revisiting 10% of these faulty chargers eight days later, no improvements in functionality were observed.
Brand Loyalty and EV Charging Woes: One in three EV car owners are inclined to switch to other EV charger companies if they experience consistent service glitches. In the US, 17% of consumers abandon a brand after just one bad experience.
Challenges
Inaccurate damage detection: EV charger malfunctions can arise from various issues like network and connectivity problems, faulty cables and power converters, and physical damage. Unsupervised and unmanned charging stations worsen these problems, as remote issue identification is challenging.
High MTTR: The necessity for multiple technician visits per issue, resulting in a Mean Time to Repair (MTTR) beyond industry benchmarks, escalates operational costs and reduces revenue due to station downtime.
Low CSAT and poor brand equity: As per a report, Customer Satisfaction (CSAT) scores have declined from 674 in 2022 to 654 currently, indicating growing dissatisfaction among EV car owners in the US. EV owners complain about 'charging anxiety' vs 'range anxiety.'
How Bruviti Vision AI addresses EV charging challenges
| Challenges | Bruviti's Vision AI Solution |
|---|---|
| Inaccurate damage detection | By incorporating Bruviti Vision AI into the company's client app, customers are enabled to become key participants in diagnosing issues, using their smartphones to capture and report real-time data. This eliminates the need for a tech to physically visit the site, saving precious time and money. |
| High MTTR | Bruviti Vision AI, trained on extensive service data and BoM, automatically recognizes the specific charging stations, diagnoses the root cause of issues, and predicts the parts and triage steps needed for resolution. The Vision AI system seamlessly integrates into standard CRMs, allowing for effective management of service requests and dispatch of technicians. Accurate fault identification ensures technicians carry the right parts, increasing the first-time fix rate and lowering MTTR. |
| Low CSAT and poor brand equity | Integrating Vision AI into the customer application enabled self-diagnosis, making the customer part of the solution and improving CSAT. |
Solution Deployment
The deployment involved:
Secure Integration: Bruviti Vision AI models are embedded securely within the enterprise environment.
Service Management system Plugin: A custom plugin facilitates the integration with the existing CRM, maintaining workflow continuity and enhancing user interface interaction within the existing service management system.
Transform your EV charging infrastructure with Vision AI
Bruviti's Vision AI helps identify and diagnose issues with charging stations in the field. By accurately pinpointing root causes through detailed image capture and analysis, the AI model rapidly determines the necessary parts and technician expertise required for repairs. This seamless integration with the company's service management system significantly enhances process efficiency, ensuring timely and effective resolutions without the need for initial on-site diagnostics.
By making customers an integral part of the process, companies can enhance productivity, cost-effectiveness, and ultimately customer satisfaction, effectively addressing their challenges and preparing for profitable growth in the electric vehicle supply equipment market.