Minerva CQ Unveils Industry’s First Large Language Model (LLM) for EV Charging Customer Support
SUNNYVALE, CA, February 22, 2024 – Minerva CQ, the leader in real-time collaborative AI for the enterprise, today announced the availability of the industry’s first large language model (LLM) for electric vehicle (EV) charging customer service. This groundbreaking advancement promises to redefine the EV charging (eMobility) customer experience by leveraging state-of-the-art AI to enhance customer support and satisfaction at a lower cost and faster deployment times. Three Minerva CQ clients are already using the eMobility LLM.
EV customers calling about issues with charging stations, installation, billing, and mobile apps can now be helped by contact center agents guided by AI – specifically built to understand customer conversations, journeys, and intents in eMobility – to resolve customer issues faster and more efficiently.
Key features of eMobility’s first LLM by Minerva CQ include:
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Natural language understanding – powered by advanced natural language processing algorithms, the LLM can interpret and comprehend customer inquiries specific to eMobility, regardless of their complexity or language nuances. These include customer issues with charging stations, installation, billing, and mobile apps to name a few.
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Retrieval augmented generation (RAG) – provides knowledge to agents from knowledge bases and external sources for Q&A and text summarization.
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Real-time support – equipped with real-time data processing capabilities, the LLM detects intent, entities, and sentiment to power workflows, dialogue suggestions, behavioral cues, and knowledge surfacing to ensure prompt resolution to customers’ issues, reduced average handle time (AHT), increased first contact resolution (FCR) and improved CSAT and NPS.
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Continuous learning - through ongoing training and feedback mechanisms, the LLM continuously learns and evolves, improving its accuracy and effectiveness over time to better meet the evolving needs of EV charging users.
“With the growing number of commercial and residential EV charging stations – customer experience will be paramount as competitive intensifies, said Dr. Cosimo Spera, founder and CEO of Minerva CQ. “Recognizing this need, Minerva CQ has developed a cutting-edge LLM capable of understanding and responding to a wide range of customer inquiries and troubleshooting issues, so eMobility agents can resolve customer issues faster and with more confidence.”
About Minerva CQ
Minerva CQ, the leader in real-time collaborative AI for the enterprise, is an agent assist platform that drives the customer interaction forward with the most effective and efficient resolution. Agent workflows, dialogue suggestions, behavioral cues, and knowledge surfacing give agents true real-time guidance to boost FCR, CSAT, and NPS while reducing AHT and agent onboarding times. In the broader enterprise, Minerva CQ augments agents supporting field technicians with knowledge surfacing so they can tackle complex issues, repairs, and logistics.
For more information, please visit www.minervacq.com or connect with us on Linkedin and Twitter.
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