Swtch is a leading North American EV services provider operating one of the largest and most reliable charging networks across the United States and Canada. With tens of thousands of charging ports and hundreds of thousands of active drivers on its network, swtch plays a critical role in enabling everyday electric mobility for fleets, enterprises, and individual drivers.
Reliability is foundational to swtch’s brand. Drivers depend on the network in real time, often while traveling with little room for delay. That expectation extends beyond hardware and software to customer support. When a driver calls, the issue must be addressed immediately.
As EV adoption accelerated, swtch continued to scale rapidly while holding itself to a high bar for operational excellence and customer experience.
As swtch’s network and customer base expanded, inbound support demand increased in both volume and volatility. Calls rose steadily with growth, but also spiked sharply during infrastructure or cloud-related incidents.
These surges were difficult to handle with human staffing alone. Building a team large enough to cover worst-case scenarios would have been inefficient, yet long wait times were not acceptable for a mission-critical service.
swtch needed a solution that could maintain instant response times, scale automatically during peak events, and do so in a cost-effective way.
Why voice was essential
For EV drivers, support is time-sensitive by nature. Most callers are standing in front of a charger that needs to work immediately so they can continue their trip. Email, chat, or ticket queues were simply too slow.
Voice remained swtch’s most important support channel—and also the most challenging to scale. Even with continued hiring, wait times regularly exceeded internal standards during periods of high demand.
To preserve service quality at scale, swtch began evaluating AI-powered voice platforms capable of handling high-volume, real-time interactions.
After testing multiple platforms, swtch selected Retell to power its voice support operations. Retell’s ability to handle high-concurrency inbound calls and integrate cleanly into existing workflows made it well suited for swtch’s operational requirements.
Rather than replacing human agents, Retell allowed swtch to absorb volume spikes instantly. This ensured drivers could always reach support when it mattered most.
swtch built several AI agents on Retell, with Lucas becoming the cornerstone of its inbound driver support.
Lucas is a driver-focused support agent built by swtch to handle high-volume, repeatable requests related to accessing its charging services. By managing the majority of routine inbound calls, Lucas ensures drivers receive immediate assistance while allowing human agents to focus on complex edge cases and high-touch situations.
Lucas operates reliably during both normal demand and sudden call surges, making him a core part of swtch’s support infrastructure.
The result is a faster, more reliable support experience for drivers and a more sustainable cost structure for the business.
“The cost of our customer support team was increasing 300 to 400 percent a year. By introducing Lucas on Retell, we were able to reduce that burden by over 50 percent and drastically improve our SaaS margins.”
Internally, voice AI quickly became a force multiplier rather than a disruption. Retell integrates alongside self-service portals, commissioning tools, and internal systems, enhancing existing workflows instead of replacing them.
Support teams gained flexibility and efficiency, while leadership maintained confidence that service quality would not degrade as the company continued to grow.
From the customer perspective, the experience remained seamless. Most drivers do not realize they are speaking with an AI agent, and feedback has been consistently positive due to faster response times and quicker resolution.
“The majority of the time, people don’t realize they’re talking to a voice AI agent. And when they do, the feedback is usually, ‘Wow, your AI agent is so amazing.’”
swtch continues to expand voice AI into other repeatable workflows, including areas such as accounts receivable and commissioning. By adopting AI organically where it delivers clear operational leverage, swtch is building a support foundation designed for long-term scale.
With Retell, swtch has strengthened its ability to deliver reliable, real-time support across a rapidly growing EV ecosystem—ensuring drivers stay moving and operations scale without friction.