Supercharging the future: Using AI to solve EVSE service challenges (Part 1)
The electric vehicle (EV) industry is poised for a seismic shift, anticipated to skyrocket from a US$7 billion market in 2020 to a staggering US$100 billion by 2040. In parallel, the EV charging infrastructure in the US is set to expand from 4 million to 35 million charge points by 20351.
However, this incredible growth is not without its challenges. Currently, there are approximately 800,000 failed charging attempts in the US, with a failure rate of 1 in 5 last year. At scale these issues will become increasingly magnified, and based on current state, the number of failed attempts could potentially rise to 7 million by 2035! It is also important to note that Customer Satisfaction (CSAT) scores have dropped from 674 to 654 since 20222.
So, while there is tremendous potential for growth, there are several challenges that electric vehicle supply equipment (EVSE) manufacturers must overcome to gain traction and loyalty. The primary challenge for EVSE manufacturers is scaling their service and support efficiently to keep pace with the rapid build out of EV charging infrastructure. Current customer satisfaction scores are notably low in the industry, and without dramatic improvements in service and support, particularly in uptime, satisfaction could worsen significantly.
EVSE industry’s growing pains
Installation and Commissioning Bottlenecks in EV Charging Expansion
A significant challenge in the EV charging industry is managing the rapid growth of installations. Installation and commissioning are increasingly handled by third-party service providers who are struggling to find enough qualified technicians to keep up with demand. This often leads to multiple technician visits and escalations before stations become operational. This delay in getting chargers online results in lost revenue and customer dissatisfaction and incurs high costs due to repeated tech visits. This issue is a considerable pain point in the industry, highlighting the need for more efficient training and deployment of technicians.
Operations and Maintenance (O&M)
While many EVSE customers are interested in installing charging to either increase visits (for example, in retail) or provide additional perks (businesses and apartment complexes), the reality is that O&M of these stations is a far bigger challenge than purchase and installation. There is no larger dissatisfaction than an EV driver seeking a charge only to find a charging station that does not work.
Remote Station Identification
Identifying remote charging stations has become a logistical puzzle, especially in less accessible areas. This challenge is not just about physical location but also involves integrating station data across a network for user access. As the network grows, ensuring that each station is correctly mapped and identifiable for users and maintenance crews is critical to maintaining service reliability.
Green Pin Status Validation
Validating the operational status, often represented as a ‘green pin’ on maps and apps, is a real-time challenge. Drivers rely on these indicators to plan their routes. However, inconsistencies or delays in status updates can lead to frustration and wasted trips if a station is inoperable. Ensuring the green pin accurately reflects the current status of a charge point is essential for maintaining customer trust.
Effective Triage (Troubleshooting)
Diagnosing damaged parts in EV charging stations often requires technical expertise that is scarce. The difficulty lies in pinpointing the exact issue from a multitude of potential failures, ranging from software glitches to hardware malfunctions. Quick and accurate diagnoses are vital to keeping stations operational and minimizing downtime, which is essential as the number of EVs on the road increases.
Tech Knowledge Ramp
The technical knowledge required to service the rapidly evolving EV charging infrastructure must keep pace with innovation. The ‘tech knowledge ramp’ involves not just initial training but ongoing education to ensure that technicians are equipped with the latest skills and information. This continuous learning curve is necessary to address the sophisticated technology integrated into modern EVSEs.
Physical Station Damage
The reality is public charging stations wear down overtime. Station inactivity is only a proxy for physical damage. To confirm physical damage, someone needs to dispatch an expensive truck roll to the station for observation. And if the station is damaged, then a second truck roll will need to be dispatched to resolve the issue. Addressing physical damage is both time consuming and expensive.
Tackling the challenges with Bruviti EVSE industry solutions
At its core, Bruviti is a company that builds AI for equipment service and support. Bruviti’s domain specialized EVSE industry solution equips EVSE manufacturers and operators with AI capabilities to resolve support issues like never before.
AI is delivered as a dedicated AI tech copilot configured to your need and service setting – self-service, contact center and field. For example, our AR guided installation coach provides step-by-step guides, conversational Q&A, and computer vision verification to ensure that each step of the installation and commissioning process is completed correctly and safely, helping tech’s to successfully complete the job first time.
Deployed as a service within your secure environment, Bruviti AI ensures that your data remains private and secure. Domain specific, in-house model training and learning ensures consistent, accurate generative AI results you can trust, delivered cost effectively at scale.
Conclusion
As the EV market charges ahead, strategic AI-powered solutions can tackle the industry’s most pressing challenges head-on. With Bruviti’s EVSE industry AI solutions, operators are equipped with cutting-edge tools to solve their most pressing problems.
In part 2 of this blog, we will discuss how to deploy specialized EVSE AI solutions into your network to deliver better, faster, and more cost-effective service and support at scale.
Don’t let the complexities of EV charging station management slow you down. Request a demo of Bruviti’s EVSE solution today and see how AI can electrify your operations.