Request A Demo

AI Voice Agent for Paratransit & Demand-Response Riders

Enable riders to book, cancel, and check rides instantly — 24/7 — with an AI voice agent trained on real transit workflows and integrated directly into Ecolane.

reuqestademo_white_nobg

 

cs_nobg

What Is IVA for Trip Management?

IVA is an AI-powered Intelligent Voice Agent that replaces outdated IVR phone menus with natural, two-way conversations that allow riders to check trip status, cancel rides, or book trips — without waiting on hold or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

Join The Agencies Redefining Mobility With AI-Powered Voice Automation

Woman on Phone Using Intelligent Virtual Assistant

How IVA Improves Accessibility, Efficiency, and Rider Experience

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

Human-Like Rider Experience  
Provides natural, conversational interactions that reduce IVR frustration and improve overall rider satisfaction and accessibility. 

Human-Like Rider Experience  
Unlike generic IVR or AI tools, IVA is designed specifically for paratransit and demand-response workflows, including ADA requirements.  

Real-Time Ecolane Integration
Connects directly to Ecolane and TripMaster for accurate, live trip updates and dependable information riders can trust. 

Multilingual by Default 
Automatically detects and responds in 30+ languages, supporting diverse rider communities without additional staffing. 

reuqestademo_white_nobg

 

Why Agencies Use IVA

Riders expect fast, accurate information. Growing call volume and staff limitations make live support difficult to maintain.

With IVA:

  • Up to 50% fewer calls handled by staff

  • 40–60% faster response times

  • Reduced no-shows and cancellations

  • 30% improvement in rider satisfaction (CSAT)

 

Ecolane IVA Vector Assets_IVA Icon

LISTEN: Intelligent Virtual Assistant Call

  

 

requestdemo_blue

 

 

Four Steps To Smarter Rider Communication


Ecolane IVA Vector Assets_Live ETA
1. Understands Intent
Riders speak naturally, IVA recognizes requests instantly.

Ecolane IVA Vector Assets_Upcoming Trips
2. Connects To Live Data
Retrieves trip and schedule info in real time.

Ecolane IVA Vector Assets_IVA Icon
3. Responds Naturally
Speaks clearly. Multilingual and ADA compliant.

Ecolane IVA Vector Assets_Book New Rides
4. Learns and Improves
Analytics drive service enhancements over time.
Via-Mobility-Logo

“Once we turned it on; we didn’t turn it off.” 

Via Mobility Pilot Case Study

Via Mobility was struggling with morning surges, long hold times, and staff burnout.

After launching IVA, the transformation was immediate:

  • Hundreds of cancellations processed automatically

  • No more 30-minute voicemail reviews

  • Older riders praised IVA’s empathy and clarity

  • Agents started the day focused on real rider needs

CASE STUDY BUTTON

 

“They no longer spend 30 minutes every morning listening to voicemails to cancel rides -- now they can focus on helping riders.”

— Adriana Torres, Operations Manager, Via Mobility Services
Ecolane IVA for Trip Management… 


 

Your IVA Can Answer All Kinds Of Questions

  • “Cancel my 3pm return trip”

  • “Where’s my vehicle?”

  • “What time is my pickup tomorrow?”

  • “I need to change my address”

 


Woman on phone small

 

FAQ - Frequently Asked Questions

“What if IVA doesn’t understand a rider?” 


“Can it transfer to a live agent?” 


“How long does implementation take?” 


“Which languages are supported?” 

Experience How IVA Transforms Rider Communication and Call Center Efficiency

Browse our Solutions

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.
Read More
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.
Read More
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.

Read More
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.
Read More
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.
Read More
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.
Read More
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.

Read More
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.
Read More