AI is dominating conversation across businesses worldwide, and the EV charging industry is no different.
At Fuuse, we've been incorporating AI into various functions for a while already, including in support, and we've recently signed off on significant further investment to give our agents even better tools. The difference is that we're not treating AI as a shortcut to lower costs or to decrease headcount, we're using it to build a better support experience for customers and a stronger team for the long term.
This isn't about stripping out the human side of support, chasing short-term savings, or treating customer service as a cost to be squeezed. It isn't about making support colder, more rigid, or less useful.
This is about continuing to improve a service that already matters deeply to our customers. Over the last 18 months, we've done a huge amount of work to build out the tooling and capability behind our support teams. We've moved to a new customer experience platform through which we handle over 10,000 support tickets per month, we've set up integrations between our CX platform and the core Fuuse system, and we've rolled out and consistently delivered: industry-leading SLAs for driver support.
That has already made a real difference: faster resolutions, better consistency, and an improved experience for the people who rely on us. This was validated at the end of last year when a number of our customers were recognised in the top 10 on the ZapMap Best EV Charging Networks, for both large and medium networks, as well as delivering their highest rating on any network for customer support.
AI is now part of the next step in that journey.
We run support as a commercially sustainable service, and we're proud of that.
There's sometimes a tendency in our industry to treat support as a necessary overhead, or something that should be kept just "good enough" to meet SLAs or align with the latest legislation. We take the opposite view. Support is a value-add service. It's a critical part of our customers' brand engagement and an extension of the charging experience. This is a big part of why many Fuuse customers choose to work with us, trust us, and stay with us.
That means the right objective is not to do support as cheaply as possible. It is to do it better and better over time. Sometimes that means better tooling. Sometimes it means more resource. Sometimes it means new ways of working. The point is to create the right incentives that allow us to keep investing in improving the service, not to force it into a race to the bottom.
AI fits naturally into that mindset. Used well, it helps us improve service quality, response times, and operational insight without losing the human judgement and connection that matters so much in support.
First, it helps our agents work faster and more effectively. That means getting the right information, processes, and tools in front of them at the right moment so they can resolve issues with less friction and more confidence. One example is the work we've done over the last six months to bring together systems such as OCPP logs, payment terminals, historic faults, driver queries, and more into a single intelligent interface using MCP servers. That has significantly reduced the technical work required to bring data from multiple sources into one place, and we are adding more sources all the time. Tasks that used to take hours of poring over raw data can now often be solved in minutes.
Second, it helps us automate the steps required to get to a resolution, so our people can spend more time on the conversations that genuinely need empathy, nuance, and careful handling. Diagnosing an issue in real time during a two-minute call with a frustrated EV driver is difficult, but systems that work in parallel with the agent can run background checks while the driver adds context, allowing the agent to focus on listening and understanding. Likewise, automating the triage of certain issues means information can be collected consistently, which improves the experience once the customer is speaking to an agent and leads to better-quality data and more valuable reporting.
That matters because the value of support is not just in closing tickets. It is in how quickly, how consistently, and how intelligently we help people. AI helps us do all three.
It also helps turn support into a richer source of operational intelligence. As our tools become more connected, we can learn more from every interaction and apply those insights across the business.
The next 6 to 12 months are where things get really interesting.
We already have plans in motion for a more intelligent support environment, and that will focus on three main areas.
Better monitoring tools
We are deploying better monitoring tools for both us and our customers. That means moving beyond simply waiting for chargers to tell us something is wrong and instead analysing data from multiple sources in real time. The goal is to detect anomalies earlier, suggest likely paths to resolution, and learn from the wider estate so that each case makes the next one easier.
Faster triage and automated resolutions
We are also rolling out more intelligent triage and automation across all channels: voice, email, tickets, chat, WhatsApp, and whatever else customers use to reach us. Not every issue will be fully resolved automatically, and that is fine. But even where human intervention is still needed, the AI should ensure that the right information has already been collected, summarised, and presented in a useful way before an agent steps in.
Connected intelligence
The third area is connected intelligence: breaking down the walls between our systems so investigations can draw on data from multiple places in one space. This is where AI becomes much more powerful than a simple productivity tool. It starts to help us ask better questions and spot patterns that would otherwise stay hidden, for example how does the number of declined contactless transactions affect driver support calls? Which firmware versions are linked to the highest first-time charge success rates? How do SIM network outages affect long-term revenue?
These are exactly the kinds of cross-system questions that can help us improve not just individual cases, but the service as a whole.
Our support function is valued for its combination of speed and quality, and that is already visible in the numbers. In driver support, our average talk time is just 2.5 minutes, 98% of calls are answered in less than a minute, and 97% are resolved on first contact. Those are strong results, and they reflect the amount of work that has already gone into improving the service.
But those numbers are not the destination, they are the foundation. By bringing more intelligence into our voice channels for the first time, we believe we can get even better.
We will only roll these features out while we can demonstrate that we will maintain or improve quality while handling more volume, more complexity, and more variability. AI helps us do that by making our agents faster, better informed, and better connected to the wider picture.
Because we run these services in a commercially sustainable way, we are free to invest properly in them. That means we can make decisions based on service quality, long-term value, and customer outcome rather than trying to force everything into a model that only rewards cost reduction. It also means we can keep evolving the service in line with customer needs, whether that is through better tooling, more resource, or different operating models as the business grows.
That is the right approach for a service that matters this much. We are not ashamed that it is commercially viable. In fact, that is what makes it durable. If support is to stay excellent, it needs the right incentives behind it.
The future of support here is not "more people" or "more AI" in isolation. It is a combination of the two: better tooling, better processes, better automation where it makes sense, and people who are better equipped to do the higher-value work. That is how we improve service without losing the human touch.
We have already made major progress over the last year. The next step is to keep building on that momentum so support remains one of the things that makes Fuuse stand out.
To discover more about Fuuse, and how our approach could benefit your EV charging operations, fill in the form below.