Evlyn

Evlyn: AI customer support for EV charging

Evlyn is AI customer support built for EV charge point operators. It answers drivers by phone, email and chat, connects to the charging network to check the charger in real time, and then gives approved guidance, takes an authorised action or hands the case to the operator's team with the context already collected.

Key Features

• 24/7 first-line support: Evlyn handles driver contacts by phone, email and chat around the clock in 19+ languages, with more added for specific markets.
• Answer, diagnose, resolve, escalate: Each contact runs through a defined workflow: Evlyn identifies the language and intent, retrieves charger, connector, session and fault context, then resolves the issue or escalates it.
• Live charger actions: Connected to the CPMS, Evlyn reads live charger and session data and can perform approved actions such as a remote restart while the driver is still on the call.
• Operator control: Evlyn uses only the knowledge approved for each workflow, remote actions stay off until the operator switches them on, and the team sets when a person must take over.
• Traceable history and gap flagging: Every decision and action is recorded for review, and cases Evlyn cannot handle because knowledge or a workflow is missing are flagged for the team.
• 30+ support scenarios: Covered cases include charging that will not start, stuck cables, RFID and app login problems, payment terminal failures, refunds, idle fee disputes and out-of-service chargers.
• Integrations: Evlyn connects to telephony, CPMS, ticketing and monitoring tools, including Monta, Driivz, AMPECO, Virta, ChargePoint, Twilio, Telnyx, Zendesk, Salesforce Service Cloud, Jira, Intercom and Grafana.
• Data and fallback: Each customer runs in an isolated EU environment that is not used to train models for other customers, and calls go to a backup route if Evlyn is unavailable.

Use Cases

• Night and weekend coverage: Cover first-line driver support around the clock, so fewer human agents are needed on night shifts.
• Remote troubleshooting: Check charger status and attempt a fix remotely before sending a technician on site.
• Authentication and payment issues: Handle repetitive RFID, app and payment problems so the support team can focus on complex cases.
• Operational visibility: Use call summaries and analytics to spot recurring issues across the network and see where the team needs to step in.

Getting Started

• Website: evlyn.ai
• Product: evlyn.ee/product

Evlyn is aimed at charge point operators that want first-line driver support automated under their own rules, starting with a pilot scoped to go live within four weeks.