AI Voice Agent for Paratransit & Demand-Response Riders

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IVA is an AI-powered Intelligent Voice Agent that replaces outdated IVR phone menus with natural, two-way conversations that allow riders to check trip status, cancel rides, or book trips — without waiting on hold or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

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 TripMaster Integration

Connects directly to the TripMaster 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.

Up to 50% fewer calls handled by staff

40–60% faster response times

Reduced no-shows and cancellations

30% improvement in rider satisfaction (CSAT)

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.

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”

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 TripMaster 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.

Experience How IVA Transforms Rider Communication and Call Center Efficiency

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