Amp Assist Uses AI to Tackle EV Charging Failures and Boost Network Efficiency for Operators

Amp Assist: Your Outsourcing Partner for Efficient EV Charging Operations

Electric vehicle (EV) charging networks in Europe are growing, but so are the challenges around uptime, user satisfaction, and profitability. Recent data shows that 20% of charging sessions in Europe and the US fail, leading to frustrated drivers and lost revenue for operators.

Founded by Patrick Roelke (CEO), André Duarte (CTO), and Manuel Fernandes (CGO), Amp Assist focuses on solving these issues by using artificial intelligence to reduce incidents and improve operational efficiency. Their approach is built on two main solutions: AMP Nexus and AMP Pulse.

Why Amp Assist Exists

Manuel Fernandes highlights a common pain point: EV chargers often don’t work when users need them. This failure rate erodes trust and harms operator brands. When charging sessions fail, operators lose both customer loyalty and revenue.

Drawing from experience at companies like Efacec, Tritium, and EVA Global, Fernandes saw the limitations of traditional call centers. "The best support call is the one you never have to make because the issue is solved before it happens," he says. This insight led to Amp Assist’s AI-driven support model.

The Founders’ Expertise

• Manuel Fernandes: Operational and sales background with manufacturers and EVA Global, focused on real-world support challenges.
• André Duarte: Software engineer with experience in backend systems, protocols like ISO15118 and OCPP 2.x, and work at Siemens and other EV industry leaders.
• Patrick Roelke: Software developer with a history at The Mobility House and SwitchEV, co-author of a widely-used open-source OCPP library.

Together, they created Amp Assist to build an AI-powered system that can improve EV charging uptime and customer experience while automating repetitive tasks.

How Amp Assist Works: AMP Nexus and AMP Pulse

AMP Nexus is an AI-driven customer support center that communicates with drivers, installers, and technicians through multiple channels—voice calls, chat, WhatsApp, email, and social media. It provides quick, interactive help without the wait times of traditional call centers.

AMP Pulse acts as a digital operator monitoring the charging network 24/7. It integrates with charge point management systems like Ampeco, GreenFlux, and Mobi.e, as well as payment terminals compliant with AFIR standards. This integration streamlines managing multiple fragmented platforms.

Fernandes emphasizes the AI’s ability to handle thousands of simultaneous requests instantly, without breaks or downtime. The system learns from each interaction, incorporating new solutions from manufacturers to resolve issues faster over time.

Operational Benefits and Market Reach

By outsourcing operational tasks to Amp Assist, companies can free up their teams to focus on higher-value work. This improves overall productivity and system reliability.

The model is adaptable to global markets due to standard protocols like OCPP and CCS. Amp Assist is already in discussions with companies in Brazil, New Zealand, Europe, and the US. They also plan to support manufacturers and installers directly, providing customer help for home chargers and beyond.

Cultural and Practical Challenges

Besides technology, Amp Assist addresses cultural hurdles. EV owners often lack basic training on charging processes, and some areas face connectivity and maintenance issues. While Amp Assist cannot fix hardware failures remotely, it helps prevent repeat problems and builds user confidence.

Fernandes sums it up plainly: “If you’re growing, focus your team on high-value tasks and let us handle the routine operational work. Your team becomes more productive and valuable.”

For operations professionals managing EV charging networks, Amp Assist offers a practical way to improve uptime, customer satisfaction, and profitability through AI-powered support and monitoring.