BUILD YOUR OWN
RESOURCE LIBRARY
Podcasts
Podcast: Using mobility data to shape the future of citiesSponsored by TomTom
Podcast: Building resilient cities: trustworthy AI, digital twins, and urban innovation at YII 2025Sponsored by Bentley Systems
Opinions
Smart lighting: enabling smart cities beyond illuminationSponsored by Paradox Engineering
How AI and biometrics are shaping next-generation mobility paymentsSponsored by ST Engineering
AI-powered voice assistant to help public transit communications
IVA for Trip Management enables paratransit and demand-response riders to check, change, or cancel trips using natural, conversational language without menus.
At a glance
Who: Transit Technologies; Via Mobility Services, Colorado, US.
What: The company is launching the AI-powered Intelligent Voice Assistant (IVA) for Trip Management, enabling paratransit and demand-response riders to check, change, or cancel trips using natural, conversational language without menus, no hold times, and no app required.
Why: To improve accessibility of public transit and save time for dispatchers who can now focus on helping customers.
When: Via Mobility Services in Colorado is an early adopter of IVA as a tool to support its staff during peak call periods.
Transit Technologies has announced the launch of an AI-powered voice assistant for trip management with the aim of improving accessible public mobility.
Intelligent Voice Assistant (IVA) for Trip Management enables paratransit and demand-response riders to check, change, or cancel trips using natural, conversational language without menus, no hold times, and no app required.
Real-time trip updates
Designed to modernise rider communication and relieve overburdened call centres, IVA integrates directly with scheduling platforms like Ecolane and CTS Software’s TripMaster, providing real-time trip updates and automating up to 80 per cent of routine call types.
IVA uses natural-language understanding (NLU) models to interpret rider requests and interacts directly with scheduling systems via an API. The result, Transit Technologies claims, is shorter wait times, improved accessibility, and up to 35 per cent reductions in operating costs.
IVA’s first release supports Transit Technologies’ paratransit solution, Ecolane, enabling riders to confirm upcoming trips, check estimated arrival times, and cancel rides through simple voice commands such as “Where’s my ride?” or “Cancel my 3pm trip.” The company reports TripMaster will offer the same IVA features in early 2026.
“IVA has made a huge difference for our dispatchers. They no longer spend 30 minutes every morning listening to voicemails to cancel rides – now they can focus on helping riders”
Transit agency Via Mobility Services in Colorado is an early adopter of IVA as a tool to support its staff during peak call periods.
“IVA has made a huge difference for our dispatchers. They no longer spend 30 minutes every morning listening to voicemails to cancel rides – now they can focus on helping riders,” said Adriana Torres, operations manager, Via Mobility Services.
“I’d highly recommend Transit Technologies IVA to any agency looking to modernise their call centre. With how smooth implementation went and the support we received.”
Read More
Transit Technologies claims other Ecolane pilot agencies have already reported measurable results:
- Call volume down by 50 per cent during the initial deployment
- Call handling 60 per cent faster
- Rider satisfaction up 30 per cent.
The second phase of IVA, launching in early 2026, will introduce full trip booking capabilities.
“Labour shortages are forcing a need for automation. Intelligent Voice agents are an outstanding way to solve that challenge, and improve service levels at a lower cost,” said Gerry Leonard, CEO of Transit Technologies.
“IVA delivers the modern communication experience riders expect – always on, accessible, and authentic enough to feel like speaking with a live representative – while giving agencies the automation they need to serve clients efficiently.”
Natural-language design
According to Transit Technologies, IVA’s natural-language design meets ADA communication guidelines by allowing riders to receive information audibly and independently, without navigating complex phone menus.
Transit Technologies’ mission is to empower safer, smarter mobility with innovative solutions that streamline operations, strengthen safety, and support data-driven decisions for transportation providers.
Latest City Profile
SmartCitiesWorld Newsletters (Daily/Weekly)
You may also like these related articles...
BECOME A MEMBER
© 2025 SmartCitiesWorld
Smart Cities World Ltd, 27 Clements Lane, London, EC4N 7AE