Auburn Transit cuts calls to dispatch by 70% with AI Voice

‍The impact of AI Voice on Auburn Transit’s call efficiency

Auburn Transit wanted to cut down on long call wait times so their team could focus on helping riders with more complicated needs. With no dedicated dispatcher, they needed a tool to handle routine questions, extend call center availability beyond operational hours, and ensure reliable service as demand increased.

at a glance: Auburn Transit’s First 90 Days with AI voice

• 3500+ total calls handled by AI
• 2700+ total minutes of calls handled by AI
• 36% of AI handled calls resulted in bookings
• 30% of AI handled calls were "where's my ride" inquiries
• only 31% of calls required human escalation
• 40% of bookings came through the GO South Placer Spare App

Simplified rideshare booking: AI voice and a user-friendly app

Auburn OnDemand lets residents book rides across the city either by calling or using the GO South Placer Spare app. In Fall 2024, Auburn wanted to improve the rider experience by implementing Spare AI Voice—an always-on digital reservationist that handles unlimited calls, books rides, checks ETAs, cancels trips, and more, 24/7.

Challenge: Overcoming call volume and staffing challenges

Before AI Voice, Auburn Transit faced several operational challenges:

• High call volumes led to long wait times, making it difficult for riders to schedule trips quickly.
• Limited staff resources meant customer service reps were spending too much time handling simple booking and ETA requests.
• Low app adoption left many riders relying solely on phone calls, slowing down the process.

Greg Bowen, Transit Manager at Auburn Transit, shared, “We don’t have a dedicated dispatcher, so AI Voice and the app aren’t optional for us—they’re essential.”

Solution: Simple, efficient ride booking with AI Voice and Rider App

Auburn Transit gave riders two fast and efficient ways to book rides:

• Spare AI Voice for call-in bookings: Riders who prefer the phone can use AI Voice to schedule rides, check ETAs, or cancel trips without waiting on hold.
• Go South Placer App–powered by Spare: The Rider App allows users to book on-demand rides anytime, reducing dependency on call-in reservations.

By offering both solutions, Auburn expanded access and eased the workload on their staff.

According to Greg,

‍“AI Voice handles most of the quick calls, like ETA checks, so that I can focus on the riders who need more help. It’s taken a huge load off.”

Result: Faster service, happier riders

• More self-service, less waiting: AI Voice and the Rider App handle the majority of bookings, giving riders faster access to transportation.
• 40% of bookings now come through the Rider App, reducing the need for manual call handling.
• Fewer calls escalated to staff: Only 31% of AI Voice calls needed human intervention, allowing Auburn’s team to dedicate more attention to complex rider needs.
• Real-time information access: 30% of AI Voice calls were ETA inquiries, showing how riders are getting instant trip updates without needing a live agent.

What’s next for Auburn Transit?

Auburn Transit isn’t stopping here. They’re planning to boost app adoption with in-app tutorials and training sessions and add multi-language support to better serve all riders.

Greg Bowen reflected,

‍“It’s never going to be 100% AI because some riders need that human touch, but the more we can shift routine calls to AI Voice, the better we can serve our community.”

Setting a new standard in transit service

Auburn Transit’s story is proof that a little innovation goes a long way. Their leap into AI-driven booking shows how even small agencies can modernize operations and enhance rider satisfaction. By reducing wait times and easing staff workloads, they’re setting a new standard for efficient, tech-enabled transit services. 

Ready to see the difference smart automation can make? Request a demo or explore other case studies to learn more about how AI is transforming transit operations.

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