# Instantly available driver support, speaking your language

Enhance your driver experience with zero wait times for assistance, 2.4x faster resolution times, and instant response from agents that can talk, troubleshoot, and act to resolve issues – all at zero cost.

## AI support in action

### Key Features
- **2.4x** Faster than human agents
- **Zero wait time** Immediate response, no queues or hold music
- **Zero cost** Available to Monta operators for free

## From issue to resolution

### Use Cases
#### Send payment receipts
- By SMS to the driver for record
- Average duration: 2 – 3 seconds

#### Restart malfunctioning chargers
- Stop lingering sessions, reboot the charger, verify the availability has changed and ensure the driver restarts charging
- Average duration: 30 – 60 seconds

#### Unlock cable
- Unlock a charger to release a stuck cable
- Average duration: 5 – 15 seconds

#### Stop a charge
- Stop a charge that the user says isn’t stopping or can’t be stopped
- Average duration: < 10 seconds

#### Send webpayment link
- Offer a way to start a charge when user has issues with QR, app, charge key
- Average duration: 2 – 3 seconds

#### Locate chargers
- By ID, address or description
- Average duration: 2 – 3 seconds

### Full driver support, zero headcount

Human-like, multilingual

## Speaks your driver's language and holds natural conversations

### No language barriers

- 11 languages supported including English, German, French, Dutch, Spanish and Italian

### Zero abandonment

- 0% call abandonment vs. 27% with human phone queues.

### Natural conversation flow

- Drivers describe their issue freely. The AI understands context, asks clarifying questions, and locates the right charge point by serial number, location, or description.

## Integrated agents

### Investigates issues and executes resolution within call context

#### Full issue context
- The agent accesses charger status, connector state, and site information to diagnose problems accurately before taking action.

#### Direct charger commands
- Sends OCPP commands to reboot charge points, unlock cables, stop sessions, and sync charger state. No human intermediary needed.

#### Driver communication tools
- Sends payment receipts, web payment links, and app download links directly to the driver’s phone via SMS during the call to get drivers back on the road.

## Customisable

### Your first line of support representing your brand

#### Operator-aware routing

- The agent identifies which operator’s charge point the driver is calling about and applies the correct context, knowledge, and escalation path automatically.

#### Configurable escalation rules

- Define when and how the AI hands over to your human team, ensuring complex issues reach the right people with full context.

#### Per-operator analytics

- Every call is tagged with your operator name, giving you dedicated visibility into call volumes, resolution rates, issue categories, and driver sentiment for your network specifically.

## Enterprise-ready

### Certified to the highest security standards

#### SOC 2 Type II & ISO 27001 certified
- Driver data, call transcripts, and interaction logs are protected by the same security standards trusted by enterprise operators across Europe and North America.

#### Full call observability
- Complete audit trail of call and interaction history and supporting data to continuously learn and improve quality over time.

#### Resolution rate monitoring
- See exactly how the agent performs across issue types, from cable stuck to charger errors, so you can identify gaps and fine-tune coverage where it matters.

## FAQ’s

### How quickly can AI driver support be set up for my charging network?
- Monta’s AI driver support works out of the box for any operator on the Monta platform, no custom integration or development work required. The AI connects directly to your chargers through the Monta backend, so it can immediately perform actions like reboots, cable unlocks, and session stops across your entire network. It’s already live in all our markets.

### What languages does the AI support agent speak?
- The AI agent automatically detects the caller’s language and switches accordingly, no menu selection required. It currently supports English, Danish, German, French, Dutch, Spanish, Italian, Norwegian, Swedish, Portuguese and Finnish, making it suitable for operators running multi-country charging networks across Europe, the UK and North America.

### What happens if the AI can't resolve a driver's issue?
- The AI always attempts a genuine resolution before escalating. If the issue requires human expertise—such as a billing dispute, physical hardware damage, or an operator-specific backend problem—the AI transfers the call to a human support agent with full context.

### How does AI driver support improve my operations as a charge point operator?
- AI driver support eliminates queue wait times (from an average of 43 seconds to zero), answers 100% of incoming calls (reducing abandonment from 27% to 0%), and cuts average call duration from over 6 minutes to under 3.

### Does the AI replace my existing support team?
- No. The AI handles repetitive, high-volume calls that consume most of your team’s time—receipt requests, cable unlocks, charger reboots—so your human agents can focus on complex cases that actually need their expertise.

### How does AI driver support handle calls outside of business hours?
- It doesn’t distinguish between business hours and after-hours—it provides the same instant, fully capable support at 3am as it does at 3pm.