Hybrid Voice Customer Care

Hybrid Voice Customer Care for EV Charging

Voice AI that works, because humans stay in control.

Voice AI answers every call
Native customer service employees take the ones that need a human
Built for e-mobility operators
Billed per second

Talk to us about AI voice → How Hybrid AI Customer Service works

Electric car charging at a wallbox by the sea

The Challenge

Charging Support Is Phone-Heavy, Technical and Peaky

An end-user at a wallbox that will not start. An installer with an OCPP question. A customer chasing a warranty case. In EV charging, they pick up the phone, and that line is expensive to run well. Three things make it hard:

Peaks and off-hours

Calls cluster around installs, firmware updates and weekends. A fixed team is either idle or overrun. Nobody answers at 22:00.

Technical trust

Wallbox specs, compatibility, subsidies, OCPP, roaming, billing. The caller needs the right answer, in their language, first time. Generic scripts lose them.

Pure AI feels risky

You want automation, but you will not hand an angry installer or a warranty complaint to a bot. So you keep paying full human rates for every call.

"AI handles the volume. Our people handle the rest. And in between, something happens that no one else does: every interaction makes your operation smarter."

Hans Siebum, Managing Director, Salesupply

At a Glance

Hybrid Voice at a Glance

Voice AI	Up to 80% of calls handled by Voice AI, 24/7.
Languages	Native customer service employees in 25 languages.
Start	Live in shadow mode within 2 weeks.
Pricing	Billed per second: no seats, no minimums, no rounding.
Software	No software investment on your side.
Operation	One line, one team, one set of SLAs.

How It Works

Hybrid AI Voice: 1 Phone Line, 2 Specialists

Joe Voice AI takes care of the volume. Salesupply's native customer service employees handle the exceptions. One team, one set of SLAs, one line your end consumers call. The solution is phone first. Email, WhatsApp, chat and social can be added later on the same team and dashboard.

Voice AI: handles up to 80% of calls, 24/7

Developed for the energy and charging market
Resolves routine questions autonomously, in the caller's language
Recognises when a human is needed and hands over with context
Closes every call as a ticket: intent, summary, resolution

Human agents: for calls that need a person

Native customer service employees, 25 languages
Complex, sensitive and high-value calls: warranty, complaints, installers
Warm handover, so the employee sees what the bot already did
Weekly QA on call quality, brand tone and resolution

A robotic hand and a human hand reaching towards each other

Why EV Charging

Why EV Charging Raises the Bar

Technical

The technical side is more specific

The right answer often depends on live session data, the status of the charge point, roaming between networks, the driver's charge card and billing logic a generalist support team has never seen before.

Human

The human side has never mattered more

An end-user stuck at a charge point at night that will not work does not want a standard answer. They want a solution. As the hardware becomes a commodity, the experience on the line is what sets operators apart.

Technology Partner

The Technology Partner: Joe by Plugz

Most AI agents in EV charging connect only to the technical layer of the charge point. They can restart a charger, but they cannot identify the caller and cannot answer a question about a contract, a charge card, a tariff or an invoice. Those questions are a large share of call volume.

Joe by Plugz is different. Plugz spent five years in charging infrastructure before building Joe in the Netherlands. Joe by Plugz is an AI voice agent for EV charging support that also monitors the charging network. Joe connects across every layer, from charge point to charge card to user and CRM, and during the call it takes real action:

Resets a charger or unlocks a stuck cable
Ends a stalled session
Directs the end-consumer to a nearby charge point that does work, with navigation
Identifies the caller and answers contract, tariff and invoice questions
Monitors the charging network continuously, often resolving faults before anyone calls

Closed Tickets

Every Call Ends as a Closed Ticket

Four steps, one system. The knowledge base grows with every closed call, so the bot gets faster every week.

Call comes in

24/7. The Voice AI answers within seconds, in the caller's language.

Intent & context

Joe identifies the case: charger model, session, category. Pulls data from your back office.

Resolve or hand over

Routine: resolved by Joe. Doubt, emotion or complexity: warm handover to a native employee.

Closed ticket & continuous learning

Intent, summary and resolution land in the Salesupply CMS automatically. Every closed ticket feeds the knowledge base: higher first-contact resolution, shorter calls.

Comparison

Generic AI Voice vs Salesupply × Joe

Generic voice AI	Salesupply × Joe
✕ Connects to the charger only.	✓ Connects across charge point, charge card, user and CRM.
✕ Can restart a charger. Cannot answer a billing or contract question.	✓ Resets and unlocks, and answers contract, tariff and invoice questions.
✕ No human escape path, the caller is stuck when the bot is.	✓ Complex, emotional calls always reach a native employee.
✕ Speaks generic FAQ language.	✓ Trained on your chargers, models and terminology, not generic FAQ.
✕ Static. The same performance month after month.	✓ Every closed ticket trains the bot: handling time falls as it learns.
✕ A call, then nothing.	✓ Every call closes as a ticket in your system, with intent and resolution.

Interested in the Possibilities of AI Voice Powered Customer Service?

Tell us about your charging network and call volume, and we show you what Hybrid Voice would look like for your operation.

Talk to us about AI voice →