Integrating IVR and Public Transit

As the use of public transit increases around the United States, the need for reliable service also increases. This includes implementing systems that allow customers to get up-to-the-minute information about wait times and route changes for buses, trams and trains. The city of Santa Monica is doing just that for the Big Blue Bus lines with the installation of real-time updated signs, a web-based ride planner and an information IVR phone line.

The current information system includes a hotline to a call center only available during specific customer service hours. The new IVR system is projected to be in place by February 2010 and will feature a twenty-four hour, fully-automated message center that will offer real-time information about delays and route changes. Not only will the new service require fewer call center staffers, but it will also ideally result in no customers waiting on hold to get valuable information. Public transit is not perfect, but making real-time information available to customers greatly improves use and satisfaction in this important energy saving service.