Introducing Joule, EV Connect’s AI-Assisted EV Charging Support Chatbot

As EV adoption continues to scale, one thing is clear: drivers expect faster, simpler, and more reliable support when they charge. 

At the same time, charging network operators face increasing pressure to manage costs, improve uptime, and deliver better service—without scaling support teams at the same pace. 

At EV Connect, our approach is guided by a clear goal: make the charging experience more intuitive and flexible for customers, while improving operational efficiency across our network.  

Joule, our new AI-assisted chatbot is a key step toward that vision. 

Clear Opportunities in the EV Charging Software Marketplace 

Traditional EV charging support models rely heavily on call centers. But this approach comes with two major challenges: 

• Poor user experience: Drivers often don’t want to call support, especially when they need quick answers on-site. 

• High operational costs: Tier 1 support alone represents hundreds of thousands of dollars annually in call center expenses. 

At the same time, the market lacked solutions purpose-built for EV charging networks that could deliver real, actionable support—not just scripted responses.

This created a clear opportunity: introduce a faster, more intuitive support channel that meets drivers where they are. 

Introducing Joule, A New Support Channel for EV Drivers Using the EV Connect App 

With Joule, our new AI chatbot inside the EV Connect App, we’re introducing a conversational, always-available support experience that allows drivers to get help instantly—without making a phone call. 

This isn’t just a convenience feature. It represents a fundamental shift in how drivers interact with charging infrastructure: 

• Drivers can get answers immediately while at the station 

• Support becomes part of the charging experience—not a separate step 

• Issues can be addressed before a driver abandons a session 

Today, Joule is already seeing strong engagement, handling around 43% of the daily conversations happening across our customer support teams. 

Importantly, these additional interactions are helping drivers complete sessions by allowing them to more easily charge at EV Connect stations. 

What Makes EV Connect’s AI Chatbot Different 

Unlike generic chatbot tools, EV Connect’s solution is deeply integrated into our charging network data. 

This enables a higher level of intelligence and actionability: 

• Actionable Assistance: Rather than simply offering guidance, the chatbot can take action directly, such as remotely stopping a charging session for a driver.  

• Transaction-Level Visibility: Drivers can get help with specific transaction questions, including details like pre-authorization status and billing-related concerns.  

• Targeted, Not Generic: Responses are grounded in real network data, making them useful and actionable—not generic or scripted. 

Benefits across the EV Connect Ecosystem 

Drivers get faster support, site hosts see improved satisfaction, and everyone benefits from a better charging experience with higher overall issue resolution. 

For Drivers 

• Faster, real-time answers without needing to call support 
• Immediate guidance and troubleshooting at the station 
• Better clarity on transactions and charging sessions 

For Site Hosts 

• More successful charging sessions (and less drivers leaving out of frustration)
• Faster identification of damaged or malfunctioning stations 
• Better support for resolving issues and restoring uptime 
• An overall better driver experience at their locations