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.
Join The Agencies Redefining Mobility
With AI-Powered Voice Automation
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IVA is an AI-powered Intelligent Voice Agent that replaces outdated IVR phone menus with natural, two-way conversations that allow riders to check trip status, cancel rides, or book trips — without waiting on hold or navigating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.
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
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.
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)
LISTEN: Intelligent Virtual Assistant Call
Four Steps To Smarter Rider Communication
1. Understands Intent
Riders speak naturally, IVA recognizes requests instantly.
2. Connects To Live Data
Retrieves trip and schedule info in real time.
3. Responds Naturally
Speaks clearly. Multilingual and ADA compliant.
4. Learns and Improves
Analytics drive service enhancements over time.
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
"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”
You have Problems? We Have Solutions!
Ecolane understands that agencies face a variety of operational challenges every day, but many still hesitate to upgrade from familiar legacy systems to new, modern software platforms. We’re here to make that transition smooth, so your agency can operate at its maximum efficiency level. Described below are some of the most common problems agencies face on a daily basis and the Ecolane transit solutions that address them head-on.
“We see real-time information reports that tell us how the service is working. That doesn’t help us only on the day of service, but in the future, we can save on our fleet costs. You can really see the accuracy of the information and we can plan for how we need better navigate the system to increase our efficiencies."
-Austin O’Dell, Santa Maria Area Transit
Solution: Real-Time Reporting & Analytics
Ecolane's mobile data tablets (MDTs) are connected to the demand-responsive transportation (DRT) software, which enables agencies to access data points in real-time. Understanding when a driver shows up and departs a location, when there are no-shows, when there are cancellations, which hours are at peak and at low productivity, and many other metrics are all tracked throughout the day. This has been proven to be valuable information both on the day of service and for planning and forecasting purposes.
I don’t know how we did without Ecolane before. Prior to Ecolane, everything was done on paper, so we had a fear of switching to something that we didn’t have complete control over. Quite frankly, it turned out much better because it was easier to schedule trips than doing them manually.
- Alan Blahovec, Westmoreland Transit Authority
Solution: Automated real-time scheduling & dispatching
Ecolane's demand-responsive transportation (DRT) software is automated and continuously optimized, even on the day of service. Because it operates in a real-time environment, it can adjust seamlessly for sudden or unexpected changes throughout the day.
“We had six weeks of using things on our own after implementation and we had time to learn some of how the software worked. There were so many tools that we weren’t used to before and the fact that someone else who knew how to use the software came back into our environment and could answer any questions we had was one of the most valuable tools that we could have. I think by doing that as a company, Ecolane is giving us the tools to succeed."
-Patti Lynn Baker, Town and County Transit
Solution: Comprehensive planning, training and support
People are our business. Ecolane takes pride in providing world-class, comprehensive on-site training. Every business is different and we understand there is no "one size fits all.” We are committed to serving the specific needs of our clients.
After training and implementation is complete, Ecolane is never more than a phone call or e-mail away. We understand that even the smallest issue can create serious operational problems, so our customer support team is here to answer questions and troubleshoot issues. In the event of a critical situation outside of normal business hours, a 24/7 emergency support line is available. Ecolane's customers are never without a connection to getting help.
“I have a near instantaneous ability to look at what happened in any given circumstance, from the GPS to all the data that came through on the trip such as pick-up time, drop-off time, how it was scheduled, and who scheduled it."
-Mike Davis, Metro Regional Transit Authority
Solution: Intelligent fleet management system
With Ecolane's demand-responsive transportation (DRT) software, customer service representatives have full insight into a vehicle’s location using GPS technology. Knowing fleet vehicle locations and where those vehicles are in relation to riders enable the system to give immediate, accurate updates in real-time on the day of service.
Browse Our Solutions
Paratransit
Paratransit services require flexible, demand-responsive scheduling and careful coordination across vehicles, drivers, and riders. Ecolane supports paratransit operations with software designed for real-time scheduling, dispatch, and monitoring—backed by experienced implementation and support teams.
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.
