Client & Scenario

City Move Transit is a mid-sized urban transportation network handles thousands of daily customer calls: schedule inquiries, route queries, booking cancellations, fare questions, lost & found, and customer complaints. Peak call times often coincide with commute hours — leading to busy lines and frustrated callers.

Issues & Pain Points

• Huge call volume during morning/evening commute peak hours; human agents overwhelmed, leading to long hold times.
  
• Repetitive inquiries about schedules, fare prices, and route information — taking up agent time.
  
• After-hours or off-peak ride scheduling/customer service is often unavailable or delayed.
  
• Difficulty scaling support during high-demand periods (e.g., after events, holidays).
  

Our Voice AI Implementation

• We deployed an AI voice call assistant that handles a wide range of inbound inquiries: schedule and route information, fare prices, lost & found, booking cancellations, and basic complaints/feedback.
  
• The assistant is integrated with CityMove’s scheduling and booking system — it can inform customers of the next available rides, allow rescheduling or cancellations, provide real-time route information, and log feedback or complaints automatically.
  
• The Voice AI operates 24/7 — ensuring coverage outside standard working hours, including early mornings, nights, and weekends.
  
• For complex issues — e.g. fare disputes, lost/stolen items, special accommodation requests — the AI offers an option to connect the caller to a live operator, passing along full context.

Outcomes & Business Benefits

• During peak hours, over 45% of routine calls (schedules, fare, basic support) are now handled by AI  reducing hold times and call-drop rates.
  
• Customer wait times dropped significantly; many common questions resolved in under a minute, improving commuter satisfaction.
  
• Human agents are freed to handle complex issues and complaints improving resolution quality and reducing agent burnout.
  
• CityMove avoided hiring extra staff for peak load times; the AI scaled automatically to handle surges, saving on staffing costs.
  
• Overall customer satisfaction and public perception of CityMove’s responsiveness improved, especially among commuters who rely on quick, accurate information.
  

Best Practices on AI Integrations for the Transportation Industry

• Integration with scheduling/booking backend systems is vital for real impact — the voice agent needs real-time data to answer route, schedule, and booking queries.
  
• Use AI for routine, high-volume queries; maintain human handoff for complex or sensitive issues.
  
• Operating 24/7 provides a competitive edge, especially for services working across different shifts (rideshare, late-night city transit).
  
• Monitor usage patterns — voice AI can reveal peak load times, common questions, and help optimize service offerings or communication.
  

How IAI – Implement Artificial Intelligence Created Value for CityMove Transit
With our AI solution, CityMove Transit improved customer support efficiency, handled high call volumes without extra staff, provided round-the-clock service, and enhanced commuter satisfaction, all driving better operational resilience and customer trust.