How transit agencies use AI to support riders and staff

How AI Voice and Chat are already improving rider experience and staff workflows

AI is everywhere these days. But in public transit? It still raises a lot of questions.

If you’re running a transit operation with limited staff, rising service demands, and an aging tech stack, AI can sound like one more thing to figure out—futuristic, abstract, or out of reach.

At Spare, we get that. And we’ve also seen how AI is already helping transit agencies improve operations, support riders, and relieve overworked teams. It’s not about chasing trends—it’s about solving real, daily challenges.

This post breaks it down, using the actual questions we hear from transit leaders like you.

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Does AI actually solve transit problems—or is it just hype?

Let’s start here.

Transit agencies are under real pressure to do more with less:

• 71% of agencies report workforce shortages
• Call centers are overwhelmed with booking and ETA requests
• Riders expect modern tools and fast answers—just like they get from food delivery and ride-hailing apps

AI helps agencies meet these demands by:

• Handling repetitive call center tasks—like booking, cancellations, and trip updates
• Giving riders 24/7 support without needing to increase staffing
• Freeing up staff time for more complex or high-touch needs

Spare's AI agents operate continuously, allowing riders to inquire about their eligibility at any time of day without being restricted by call center hours

Auburn Transit’s manager shares how budget cuts forced the agency to eliminate its dispatcher role—leaving him to manage all trip coordination and rider calls on his own.

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No, AI won’t replace your transit staff—it supports them

AI isn’t a replacement for your people. It’s a support system that helps them stay focused on higher-value work. Think of it like a smart assistant that handles the easy stuff so your team doesn’t burn out doing repetitive tasks. 

Just ask Auburn Transit.

After losing their dispatcher due to budget cuts, the transit manager took over all ride booking duties—managing 1,200+ calls per month. With Spare’s AI Voice, the system handled the bulk of those calls and freed up the team to focus on what matters most.

In just 90 days:

• 70% of all calls were handled by AI
• Rider satisfaction hit 97%
• 2.4 passengers per vehicle hour—a boost in productivity
• 2700+ minutes of calls managed by AI

So no, AI didn’t replace anyone. It helped the agency continue delivering quality service without hiring.

Auburn’s transit manager reflects on how smooth the transition to AI Voice was—for both staff and riders—and why it ended up being a much-needed and positive change.

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AI also helps agencies streamline eligibility workflows—another task that often strains staff capacity. With AI Voice and Chat, riders can ask questions about eligibility, understand service requirements, and even apply—without waiting on hold or needing to call during business hours. This reduces the load on human dispatchers and speeds up the process, all while improving the rider experience.

Riders get quick, conversational responses—and often receive real-time updates on their eligibility status, no wait required.

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Will riders actually use AI Voice and Chat tools?

Some will. Some won’t. That’s why Spare’s AI agents are built to support—not replace—your existing communication channels.

Spare’s AI Voice and AI Chat agents are designed to:

• Sound natural and human-like
• Understand rider questions in 13+ languages via voice and 50+ via chat
• Keep humans in the loop by automatically transferring to a live agent if the request is too complex

Many riders don’t even realize they’re talking to AI. They just appreciate getting fast 24/7 support without waiting on hold.

And for riders who prefer to text, AI Chat allows them to book, cancel, or check ETAs by simply replying to a message—no app, no call center, no wait.

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What makes today’s AI different for transit operations?

AI has been around for years. But the real shift happened with the rise of generative AI and natural language processing. Today’s AI doesn’t just respond to scripts. It understands context, personalizes responses, and learns from past behavior.

That’s what makes it useful now—and why adoption is growing across transit.

Unlike older, robotic IVR systems, modern AI agents can carry out natural, conversational interactions—making it easier for riders to get what they need without frustration. Spare’s AI Voice and Chat agents are also surprisingly effective at understanding different accents and speech patterns, including for riders with speech impairments.

This opens the door to better service for more people—without adding pressure to your team.

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Why transit agencies can’t afford to wait on AI adoption

The cost of inaction is rising—and it’s becoming harder to ignore.

• Riders expect modern, responsive service
• Staff are stretched thinner every year
• Grant programs increasingly favor modernization and digital tools

If you’re still relying solely on phones and staff to handle rising demand, you’re spending more time and money for slower results.

Agencies that adopt AI aren’t just improving efficiency—they’re also showing funders and stakeholders that they’re ready for the future of transit.

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What it takes to implement AI in your transit agency

Getting started is simpler than you might think.

Spare’s AI Voice and Chat are built into our platform. That means:

• No third-party tools or separate vendors
• Fast deployment (Auburn was up and running in weeks)
• Easy staff training and full support

You can start small—like handling ETA calls—and expand over time as your team gets comfortable. The impact is measurable, and the learning curve is smoother than you might think.

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AI in transit is already working—here’s how to make it work for you

AI in transit isn’t about robots taking over or adding complexity to an already stretched system.

It’s about:

• Giving riders faster, easier ways to get information
• Reducing burnout for your staff
• Improving on-time performance and operational efficiency
• Doing more with what you already have

And most importantly—it’s already working.

Want to see how Auburn Transit used AI to support riders and reduce call volume? Watch the webinar to hear their story and see AI Voice in action.