Rider demand doesn’t wait for your call center to have capacity. A weather event can send call volumes surging. Morning peaks can overwhelm the queue. And every “Where’s my ride?” or routine cancellation competes for the same staff attention as the rider with a more complex issue.

PSTA introduced AI Voice into their call center a year ago. Since then, they've cut time spent on routine calls and freed up capacity for the rider issues that need a person.

In this session, PSTA will pull back the curtain on what worked, what surprised them, and what they've learned about where AI can make a real difference for riders and staff.

You’ll learn:‍

How AI Voice can create more capacity without adding to your team, helping riders get answers faster while freeing staff to focus on higher-value interactions

How to think about the role of AI alongside your staff

What PSTA’s results tell us about AI Voice's impact on call centers and riders

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