EV charging network automates 64% of customer queries
ChargEV, a leading electric vehicle charging network, chose Proto’s AICX Platform to streamline driver support via WhatsApp. The solution achieved excellent mileage after just two months of deployment, resulting in a 44% reduction in agent intervention.
64%
inquiries automated
28K
interactions handled
44%
reduction in agent intervention
ChargEV, a Yinson GreenTech company, is a leading electric vehicle charging network in Malaysia and Singapore, with over 400 charging stations. Their widespread charging network aims to help consumers in Southeast Asia make the switch to electric vehicles more easily.
With a commitment to fast, accessible EV charging, they needed an always-on solution for customer support. ChargEV chose Proto’s AICX Platform to offer support for frequently asked questions for a more accessible knowledge base.
Challenge: 24/7 support for vehicle charging
Challenge
As ChargEV expanded, the demand for customer service increased. Agents needed to respond to customers swiftly on questions about membership issues, charger troubleshooting, payment issues, and the status of individual charging stations.
The team needed a way to maintain ChargEV’s commitment to accessible service without increasing the cost of live agents. The solution also needed to integrate with Zendesk, and offer service over channels like WhatsApp in local languages like Malay and Maglish (a mix of English and Malay).
Process: Automating FAQs for more seamless support
Process
ChargEV chose Proto’s AICX Platform to boost self-service options for customers. Proto collaborated with the ChargEV team to identify the common questions that could be easily automated, and trained their chatbot to provide AI-enabled conversational chat.
The team also integrated Proto’s AICX Platform with Zendesk to ensure a single source of truth for customer information. The chatbot was integrated with ChargEV’s charging stations and connected to ChargEV’s WhatsApp account so customers could easily ask questions from their mobile phones at charging stations.
Solution: Scalable CX for better customer satisfaction
Solution
ChargEV’s chatbot was deployed on Zendesk and WhatsApp, offering instant customer support in English and Malay. The solution automated 64% of customer inquiries after just two months, answering questions about accounts, payments, and how to use charging stations.
Customers on the road can use the chatbot to find the nearest charging station and get instant updates on whether chargers are available and functional, so they know exactly where to go for their next charge. With integrated access to the knowledge base, the chatbot can also update customers on pricing changes and promotion details to boost customer lifetime value.
The strong customer engagement ChargEV saw after deploying the chatbot was a testament to its value for customers looking for quick answers. With data-driven insights and ongoing training, ChargEV will be able to continue to tailor the chatbot to customer needs to increase customer satisfaction and maintain fast, accessible service while reducing the cost of live support.
About Proto
Proto is the leading generative AI platform for local customer experience. Powered by GPT and its own proprietary AI engine, Proto's AI Customer Experience (AICX) Platform automates transactions, tickets, bookings, and other high-volume interactions for local and mixed languages across text, voice and 20+ messaging channels. Proto is globally-recognized for its inclusive AICX solutions across the government, financial, health and transport industries.