Intelligent Voice Agent by Ecolane

IVA is an AI-powered Intelligent Voice Agent that replaces outdated IVR phone menus with natural, two-way conversations that allow riders to check trip status, cancel rides, or book trips — without waiting on hold or navigating complex phone trees.

IVA sounds and responds like a live dispatcher — friendly, natural, and efficient.

Riders speak normally, IVA understands intent, and every interaction feels personal.

IVA is already helping agencies deliver faster service, reduce costs, and delight riders.

All without changing the way they work.

24/7 Trip Accessibility
Riders can check, change, or cancel trips anytime through natural, two-way voice conversations — no business-hour limits, no wait times.

Cuts Routine Call Volume
Automates up to 70–80% of common calls, reducing dispatcher workload and freeing staff to focus on complex or high-touch rider needs.

Human-Like Rider Experience
IVA delivers clear, natural-sounding interactions that eliminate IVR frustration and improve overall satisfaction, especially for seniors and riders with disabilities.

Purpose-Built for Paratransit
Unlike generic IVR or AI tools, IVA is designed specifically for ADA-compliant, demand-response workflows — understanding the unique needs of paratransit riders and operations.

Real-Time Ecolane Integration
Connects directly to the Ecolane Scheduling & Dispatch Platform for accurate, live trip updates and dependable information riders—and staff—can trust.

Multilingual by Default
Automatically detects and responds in 30+ languages, enabling agencies to serve diverse communities without additional staffing or separate language lines.

FAQ - Frequently Asked Questions

“What if IVA doesn’t understand a rider?”
If IVA isn’t confident in what the rider is asking, it will politely ask a clarifying question — just like a live dispatcher would. If uncertainty remains, IVA automatically transfers the rider to an agent and passes along the context of the conversation so the rider does not need to repeat themselves.

“Can it transfer to a live agent?”
Yes. IVA is designed to work with your staff, not replace them. A rider can ask IVA at any time to speak with a dispatcher, and IVA will immediately transfer the call.

Additionally, if IVA encounters a request outside its scope, senses confusion, or detects that the rider needs human support, it will automatically route the call to a live agent — passing along the context so the rider doesn’t have to repeat themselves.

“How long does implementation take?”
Most agencies can go live in days, not weeks. Because IVA connects to Ecolane through secure, pre-built APIs, configuration is lightweight and does not require major IT resources.

“Which languages are supported?”
IVA supports over 30 languages, including English, Spanish, French and more.

Browse our Solutions

Paratransit
NEMT / Brokerage
Microtransit
Mobility Managed Services

Paratransit

Paratransit is a demand-responsive mode of transportation for disabled and aging people who, because of their disabilities and advanced age, cannot use fixed-route public transit services to get from point A to point B. It is why Ecolane's technology platform and world-class support is the ideal solution for transit scheduling, dispatching, and monitoring.

NEMT / Brokerage

NEMT can be defined as a transportation service provided to individuals who are not in an emergency situation but need more assistance than a taxi service is able to provide. Service providers will be specially equipped to transport riders in wheelchairs, stretchers or with other special needs.

Microtransit

Transportation providers utilizing Ecolane's MicroTransit solution for their customers are able to take advantage of the real-time communications the software offers and match actual demand with actual supply. This is a rarity in the industry, leading to higher customer satisfaction and streamlining overall operations. The solution also incorporates credit card processing and self-registration.

Mobility Managed Services

Mobility Managed Services by Ecolane combines powerful back-office solutions with integrated transportation broker services to provide comprehensive service management, fare processing, system integrations, and program governance. We handle the heavy lifting to ensure efficient operations, reduced costs, and a quality customer experience.

Paratransit

Paratransit

Paratransit is a demand-responsive mode of transportation for disabled and aging people who, because of their disabilities and advanced age, cannot use fixed-route public transit services to get from point A to point B. It is why Ecolane's technology platform and world-class support is the ideal solution for transit scheduling, dispatching, and monitoring.

NEMT / Brokerage

NEMT / Brokerage

NEMT can be defined as a transportation service provided to individuals who are not in an emergency situation but need more assistance than a taxi service is able to provide. Service providers will be specially equipped to transport riders in wheelchairs, stretchers or with other special needs.

Microtransit

Microtransit

Transportation providers utilizing Ecolane's MicroTransit solution for their customers are able to take advantage of the real-time communications the software offers and match actual demand with actual supply. This is a rarity in the industry, leading to higher customer satisfaction and streamlining overall operations. The solution also incorporates credit card processing and self-registration.

Mobility Managed Services

Mobility Managed Services

Mobility Managed Services by Ecolane combines powerful back-office solutions with integrated transportation broker services to provide comprehensive service management, fare processing, system integrations, and program governance. We handle the heavy lifting to ensure efficient operations, reduced costs, and a quality customer experience.