Question 1

What is Joe?

Accepted Answer

Joe is an AI voice and network monitoring agent for EV charging support, built by Plugz in Nijmegen, the Netherlands. Joe handles EV driver calls around the clock, monitors charging networks, and investigates and resolves charging issues remotely. When a case needs a person, Joe escalates with full context to the operator's own team or to a specialised e-mobility call center.

Question 2

Who is Joe for?

Accepted Answer

Joe is built for e-mobility operators: charge point operators (CPOs), mobility service providers (MSPs), chargepoint management platforms (CPMS), full-service e-mobility providers, and corporates and municipalities that run their own charging infrastructure. Typical buyers are C-level executives, operations managers and customer service managers.

Question 3

What makes Joe different from other AI support agents for EV charging?

Accepted Answer

Two things. First, most AI agents in EV charging connect only to the technical chargepoint layer, which limits them to resolving technical malfunctions. Joe connects full stack, across the chargepoint, chargecard, user and CRM layer, so it can handle a failed session, a blocked chargecard and an invoice question in one conversation. Second, Joe is a single proposition combining AI and people rather than two separate solutions: together with Salesupply, the specialised e-mobility call center that Joe works with, an operator stays in control of how much of its support runs on AI and how much runs on human agents, and can shift that balance over time.

Question 4

Does my support team have to grow with my charging network?

Accepted Answer

No, and that is the point of Joe. Support volume grows with the number of chargepoints, but the work is largely repetitive: failed sessions, chargers that will not start, chargecard problems, cables that will not unlock, availability and tariff questions. Joe handles that layer, so an operator can add chargepoints and customers without adding support headcount in proportion. How far that goes differs per operator, because it depends on the mix of questions and the current setup.

Question 5

How does Joe reduce cost to serve?

Accepted Answer

By taking the routine share of support and resolving it without a human agent. What remains for the team is the complex work: escalations, exceptions, structural faults and commercial questions. An operator does not buy AI capacity so much as make its existing support capacity go further, and it does so around the clock rather than only during office hours.

Question 6

What are Joe Voice and Joe Ops?

Accepted Answer

They are the two parts of Joe. Joe Voice answers inbound driver calls, works from live charging, chargecard and CRM data, takes remote action during the call, and can refer a driver to a nearby available chargepoint with navigation when the current one cannot be fixed. Every conversation produces a structured ticket. Joe Ops monitors the charging network 24/7, detects malfunctions as they appear and runs automatic recovery, so problems are often fixed before any driver reports them. Voice and Ops are parts of one product and can be taken separately or together.

Question 7

Which CPMS platforms does Joe integrate with?

Accepted Answer

Joe is CPMS-agnostic and runs as middleware on top of any CPMS. There are live integrations with Last Mile Solutions, Road, GreenFlux and EVesto, and new platforms can be added over OCPP and OCPI. Operators running several CPMS platforms side by side in different markets are supported. On the CRM side Joe connects to systems such as HubSpot and Odoo, and it also connects to phone platforms, databases and other business tools over standard APIs.

Question 8

Which channels does Joe support?

Accepted Answer

Joe is a voice agent first: drivers call a normal support number and speak to Joe, in more than 30 languages. Joe also handles chat, email and WhatsApp.

Question 9

Do I need high support volume for Joe to be worth it?

Accepted Answer

No. Joe is not only a way to absorb large call volumes. It also strengthens the support process itself: every conversation ends in a structured ticket, ownership of that ticket is clear, follow-up is faster and issues are resolved faster for the driver. Operators with modest volumes use Joe to make support more structured and more customer-centric, not only to make it cheaper.

Question 10

What does Joe tell me about my own operation?

Accepted Answer

Every support conversation is a signal about where the operation fails. When the same charger type repeatedly refuses to start, that is an operational problem rather than a support problem. Joe structures every conversation and every malfunction into data, and Ask AI lets an operator question that data in plain language, so recurring causes surface and can be fixed at the root. Fixing the cause removes the support volume it was generating.

Question 11

At what scale does Joe operate?

Accepted Answer

Joe handles more than 12,000 EV driver conversations per month across more than 200,000 chargepoints, in ten European countries, covering more than 105 active EV charging use cases.

Question 12

Does Joe replace my support team?

Accepted Answer

No. Joe takes first line support: the routine, repetitive driver questions that make up the bulk of the volume. Complex cases are escalated to human agents with a structured ticket and the full conversation context, so the team spends its time on work that needs a person.

Question 13

What happens when Joe cannot resolve an issue?

Accepted Answer

Every interaction Joe does not finish itself is handed over live to a human agent, with full context: customer details, chargepoint, diagnosis and the actions already taken. The handover goes to the operator's own team or to Salesupply, the specialised e-mobility call center that Joe works with. The driver does not have to repeat the story.

Question 14

How long does it take to go live with Joe?

Accepted Answer

Typically 4 to 10 weeks, on the CPMS an operator already uses. There is no platform migration and no need to replace existing systems, because Joe runs as middleware on top of what is already in place.

Question 15

How does Joe handle GDPR and where is the data processed?

Accepted Answer

Joe is GDPR compliant and all data is processed in the European Union. Penetration tests are carried out regularly. Customer data is not used to train large language models.

Question 16

Can Joe work alongside a human call center?

Accepted Answer

Yes, and that is the design. Moving to AI support is a transition rather than a switch. Joe and Salesupply, the specialised e-mobility call center that Joe works with, are offered as one proposition rather than two separate solutions, so the operator decides how much of its support runs on AI and how much runs on people, and can change that balance as confidence grows.

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