September 11, 2025

How Qmerit is Transforming Customer Service Excellence with AI to Accelerate Electrification

3 Min. Read

Besnik Sulmataj is a Qmerit Customer Service Manager who developed an artificial intelligence (AI) assistant to streamline operations and advance Qmerit’s Electrification Made Easy™ mission. 

As Customer Service Manager at Qmerit, I‘ve seen how the electrification revolution requires more than technical expertise. Every installation, every inquiry, and every project milestone depends on a customer experience that builds trust and confidence.  

With thousands of customers making the transition to electric vehicles (EVs) and home energy solutions, my team recognized an opportunity to strengthen our operations through artificial intelligence.

The AI assistant we created represents a meaningful step forward in how we process information, support our teams, and serve our customers. By combining advanced AI with the expertise of our people, we’ve built a system that improves service delivery at every touchpoint.

Building an AI assistant for practical impact

I saw an opportunity to reduce the time spent searching documentation and handling routine questions that followed predictable patterns. To address this inefficiency, I built an AI assistant trained on Qmerit’s internal knowledge base, designed to deliver instant and accurate responses.  

With this tool, our teams can now access the information they need without long searches or repetitive tasks.

“Besnik’s work on developing our AI assistant is a game-changer for Qmerit. By blending cutting-edge AI with his deep understanding of customer needs, he has created a tool that streamlines operations and empowers our teams to deliver faster, more accurate support. This innovation directly strengthens customer confidence in making the leap to electrification.” – Carmen Robinson, SVP Residential Solutions

In its first application, the assistant enabled a 75% reduction in processing resources while reducing review time by nearly 25%. 

By removing repetitive tasks, our team has been able to focus more attention on delivering personalized support to customers as they move through their electrification journey.

Why this matters for electrification

Customer service is not only about efficiency, but it also plays a direct role in building confidence in electrification. Every smooth interaction helps customers feel supported in their decision to adopt EVs and smart energy solutions.

When teams have the right information at the right moment, projects can move forward more quickly and with fewer delays. Improved accuracy in customer support leads to fewer setbacks during installation. This results in higher satisfaction, which strengthens overall trust in electrification.

At Qmerit, we see operational excellence as part of our broader mission. We’re not only installing charging infrastructure, but we’re also removing barriers to electrification through every interaction with customers.

Building for the future

Looking ahead, I’m continuing to expand the assistant’s capabilities beyond its initial scope. Each new use case is guided by a simple principle: if it saves employee time, increases efficiency, and improves the customer experience, it deserves to be pursued.

This approach allows our team to focus on what they do best. Human expertise, empathy, and problem-solving remain at the center of customer service, while AI takes on the repetitive and predictable tasks.

As electrification adoption accelerates, the companies that combine technical expertise with operational innovation will set the standard for the industry. By strategically applying AI, Qmerit is showing how technology can enhance the customer experience and help make electrification seamless for more people.

Our AI-powered assistant demonstrates that innovation in this space extends beyond hardware and installation. It includes every process that shapes the customer journey.  

With each improvement, we’re helping more customers embrace electrification with confidence, while setting new expectations for service. 

About Qmerit 

Recommended by automakers, EV charger manufacturers, utilities, businesses, and homeowners alike, and with over 770,000 EV charging stations installed across the U.S. and Canada, no one is more experienced in energy transition technologies than Qmerit. 

As North America’s largest network of certified EV charger installers, every Qmerit electrician is fully licensed, background-checked, insured, and properly trained in EV charging station installation, so you can rest easy knowing your installation is done right and backed by the Qmerit Peace of Mind Guarantee. 

Complete our online EV assessment to receive an EV charger installation estimate or contact us and learn how Qmerit can help make your next electrification project easy!