AI System for Referring Charging Station Incidents to Technical Teams

The problem

In day-to-day operations, station alarms, session records and maintenance records arrive through different systems and incident records, preventing the team from viewing the case on a single timeline.

As a result, source links may be lost while the incident type and team recommendation are prepared, the case may be referred to the wrong team, and the basis for a technical decision may be unclear.

An incomplete workflow may overlook electrical safety issues or conflicting sensor readings; poorly designed automation creates a risk of a hazardous station remaining in service.

What we set out to improve

• Time taken for the draft incident type and team recommendation to be ready for specialist review
• Correct referral of records involving electrical safety or conflicting sensor readings to the appropriate specialist queue
• Recording of suggestions corrected or rejected by the authorised technical operations specialist

How the system works

1. 01 Retrieve station alarm, session and maintenance record data from authorised sources
2. 02 Verify the source, timestamp and record identifier
3. 03 Add the relevant asset, user, location, vehicle or content context
4. 04 Prepare the draft incident type and team recommendation
5. 05 Compare the draft with technical rules and authority limits
6. 06 Check for exceptions: electrical safety issues or conflicting sensor readings
7. 07 Have the authorised technical operations specialist approve, correct or reject the draft
8. 08 Write the input, suggestion, changes and final decision to the audit log

Methods we used

• Data extraction with source and timestamp traceability from station alarms, session records and maintenance records
• Structured output that restricts the incident type and team recommendation to fields defined by technical rules
• An exception gate that separates electrical safety issues or conflicting sensor readings from system processing
• An authorised queue that shows the technical operations specialist the evidence alongside the suggestion
• Duplicate-processing controls and a reversal record to mitigate the risk of a hazardous station remaining in service

Where people stay involved

Data and security

Only fields required for the task are processed from station alarms, session records and maintenance records. Source-system permissions are preserved, and unnecessary personal, technical and security-sensitive data is minimised before being provided to the model. Every retrieval, suggestion, human change and target-system action is written to the audit log.

Who this suits

Frequently asked questions