Enera's Voice AI agent for EV charger support - Voice AI Space Barcelona

Overview of Enera

Enera is a voice AI agentic startup designed to assist electric vehicle (EV) drivers with charging issues. The system manages customer support calls through two main functions:

• Hear: Analyzing initial interactions between drivers and support lines to create a dashboard of use cases.
• Help: Directly connecting to the charging hardware to troubleshoot issues through an agentic loop.

System Architecture

To minimize latency, Enera separates voice processing from the troubleshooting and conversation-understanding logic. The voice agent does not communicate with external systems directly. Instead, an intermediary system called the "Enera Brain" handles all external calls, while the voice agent communicates back and forth with the Enera Brain.

Key Learnings

• Parallelization: Intercepting speech-to-text and parallelizing processes as much as possible is crucial for achieving low latency.
• Focus on UX: Real-world deployment introduces unpredictable variables—such as background noise, accents, and users speaking to other people mid-call—that controlled testing cannot replicate. Shipping early is essential to adapt to these realities.

Technical Details and Q&A

• Technology Stack: Enera utilizes LiveKit as its main engine and currently uses the Groq LLM due to its low rate of tool hallucination.
• Reasoning over State Machines: The company avoids state machines, which can get stuck in loops and struggle with complex, multi-issue scenarios. Instead, they employ a reasoning model behind a simpler voice model.
• User Experience Features: The system uses LiveKit's background noise generator to play subtle office sounds, reassuring users that the connection is active during silent processing periods.
• Security and Authentication: For account-related inquiries, the system authenticates users via their phone number and account ID. To prevent hacking, the voice agent itself never has access to the account ID; verification is handled entirely by the Enera Brain.