Transportation Company Voice AI agent case study

Case

A regional transportation company integrated a Voice AI Agent to manage scheduling requests, route information, and real-time updates for customers and drivers.

Introduction

“TransWay,” a mid-sized transportation provider operating buses and shuttle services, experienced a high call volume concerning routes, schedules, fare information, and unexpected delays. Up to 35% of incoming calls went unanswered during peak travel periods, frustrating passengers and negatively impacting the company’s reputation. Additionally, staff were overwhelmed by repetitive questions, leaving them less time to handle complex passenger needs or operational tasks.

Before Implementation

35% of inbound calls were missed during busy travel hours.
Callers often waited 2–3 minutes for basic schedule or route details.
Overburdened support staff struggled to handle real-time disruptions (e.g., traffic delays, route changes).

After Implementation

Missed calls fell below 2%, thanks to 24/7 automated voice assistance.
Basic schedule and fare inquiries were resolved within 30 seconds, reducing overall hold times.
Staff workload decreased by 28%, enabling the team to focus on critical service issues and more complex passenger requests.

How It Works

The Voice AI Agent greets callers and uses simple prompts to understand whether they’re looking for route information, schedule updates, or fare details.
For known disruptions, such as road closures or heavy traffic, the system automatically informs callers of alternate routes or estimated delay times.
Passengers requiring further help (e.g., wheelchair access, group reservations) can quickly connect to a live agent specialized in handling complex cases.

Conclusion

By adopting a Voice AI Agent, “TransWay” dramatically improved customer satisfaction and operational efficiency. Passengers receive immediate, accurate information on schedules and delays, while staff can now address high-priority issues more effectively. Encouraged by these results, “TransWay” plans to integrate the agent with a mobile app, offering real-time notifications and personalized travel recommendations.