Meet Your New Call Center Assistant: How Conversational AI Is Transforming Rider Communication

A New Era of Rider Communication Begins 

Across the transit industry, one insight is becoming impossible to ignore: rider communication is now the first and most important touchpoint in the mobility experience. 

Every trip begins with a question — “Where’s my ride?”, “Can I cancel?”, “What time is my pickup?” — and riders increasingly expect those answers instantly. But call centers were never designed for today’s demand. Rising trip volumes, staffing shortages, and outdated IVR systems have created a widening gap between what riders expect and what agencies can realistically deliver. 

That gap isn’t just an operational challenge. It’s a barrier to access, equity, and service quality. 

To help agencies meet this moment, Ecolane is proud to introduce a new innovation developed by our parent company Transit Technologies: the Intelligent Voice Agent (IVA) for Trip Management — a conversational AI assistant built specifically for paratransit and demand-response operations. 

IVA is now available to agencies on the Ecolane platform. 

Why Agencies Need a Modern Approach to Rider Communication 

IVA represents a shift toward more human-centered automation. Instead of forcing riders through complex “press 1 for X” menus, IVA enables natural, two-way conversations that mirror how riders speak every day. 

Riders can simply say: 

• “Where’s my ride?” 

• “Cancel my 3 PM trip.” 

• “What trips do I have tomorrow?” 

IVA understands intent, retrieves trip information from Ecolane in real time, confirms details, and resolves requests instantly — with zero hold time. 

This is the future of rider communication for modern paratransit operations. 

How IVA Works With Ecolane 

IVA integrates directly and securely with the Ecolane Scheduling & Dispatch Platform, giving riders 24/7 access to accurate trip data — without requiring additional agency staffing or workflow changes. 

Current Capabilities 

• Live ETA and ride-status inquiries 

• Upcoming trip summaries 

• Trip cancellations 

• Natural, human-like voice interaction 

• Multilingual and ADA-compliant communication 

• 24/7 availability 

Capabilities Coming Soon 

• Booking new trips 

• SMS messaging 

• Automated rider notifications 

• Expanded conversational workflows 

IVA can handle more than 50 concurrent calls, allowing agencies to scale call-center capacity instantly. 

Case Study: Via Mobility’s Rapid Transformation 

Via Mobility Services in Boulder, Colorado — serving older adults and individuals with disabilities — faced a daily surge of calls. Their call center struggled with: 

• 400 to 500 dropped calls per month 

• 40-minute hold times during peak hours 

• 30+ minutes each morning reviewing voicemail cancellations 

Hiring extra staff for a two-hour peak window wasn’t feasible. Riders were frustrated. Staff morale was suffering. 

The Switch to IVA 

Via Mobility piloted IVA to automate cancellations and ride-status inquiries. 
The pilot was intended to last three weeks. 

It became permanent in three days. 

“Once we turned it on, we didn’t turn it off.” 
— Adriana Torres, Operations Manager, Via Mobility Services 

Measured Impact 

• 50% fewer routine calls handled manually 

• 40–60% faster call handling 

• 35%+ operational cost savings 

• 30% improvement in rider satisfaction 

• Voicemail backlog eliminated 

• Older riders praised IVA’s clarity and empathy 

IVA didn’t just save time — it reshaped Via’s entire morning operation. 

Read the full case study here.

Why Agencies Choose IVA Through Ecolane 

Ecolane has always focused on delivering accessible, reliable mobility. IVA strengthens that mission with intelligent automation that produces measurable results. 

Operational Efficiency 

• Automates up to 80% of routine calls 

• Reduces dispatcher workload 

• Eliminates manual data entry 

Faster Service 

• Zero hold times 

• Immediate, accurate trip information 

• Ideal for peak call surges 

More Accessible Communication 

• Natural, human-sounding conversation 

• ADA-compliant 

• Supports over 30 languages 

Lower Costs & Higher ROI 

• Reduces repetitive work 

• Avoids overtime and additional staffing 

• Improves on-time performance and reduces no-shows 

IVA gives agencies a scalable communication tool that grows with service demand. 

A New Standard for Human-Centered, Scalable Rider Communication 

Via Mobility’s experience reflects an industry-wide shift: agencies aren’t adopting AI tools because they are fashionable — they are adopting them because traditional call-center models can no longer scale to meet rider expectations. 

IVA shows what’s possible when automation is designed for people, not in place of them. 

It does not replace the dispatcher. It amplifies the dispatcher. 
It keeps the human connection at the center of transit operations while automating the repetitive tasks that pull staff away from riders who need personal support. 

As agencies navigate growing demand, tight budgets, and rising expectations, IVA represents a new standard for rider communication that is: 

• more accessible 

• more responsive 

• more equitable 

• and more scalable 

FAQ 

What is IVA for Trip Management? 

IVA is an AI-powered voice assistant — developed by Transit Technologies and delivered through Ecolane — that automates rider communication for paratransit and demand-response systems. 

How does IVA integrate with Ecolane? 

IVA connects through secure APIs to the Ecolane platform, updating trip cancellations, status inquiries, and rider interactions in real time. 

Does IVA replace dispatchers? 

No. IVA eliminates repetitive calls so dispatchers can focus on complex or time-sensitive needs. It enhances the dispatcher role rather than replacing it. 

Is IVA accessible for riders with disabilities? 

Yes. IVA is ADA-compliant and supports seniors and riders with accessibility needs. It supports more than 30 languages, automatically responding in the rider’s preferred language. 

How quickly can agencies implement IVA? 

Most agencies go live in days. Via Mobility’s pilot became permanent within 72 hours. 

What types of calls can IVA handle? 

Currently: cancellations, ride-status inquiries, and upcoming trips. 
Coming soon: trip booking, SMS messaging, automated reminders, and other workflows. 

What results can agencies expect? 

• 50% reduction in routine calls 

• 40–60% faster call handling 

• More than 35% cost savings 

• Significant improvements in rider satisfaction 

What makes IVA different from generic IVR systems? 

IVA is purpose-built for transit, integrates deeply with Ecolane, understands rider intent, and supports ADA and multilingual accessibility. 

If your agency is ready to modernize rider communication and improve service quality, IVA for Trip Management is already showing the way forward. 

Schedule your personalized demo today 
 
Call: (844) ECO-LANE or  

Email: info@ecolane.com