RideCo’s customer-centric platform offers multiple, convenient booking options through the user-facing Passenger App and web portal, empowering riders with independence and the ability to manage their own bookings, while at the same time reducing inbound call center volume, especially during times with high demand or when staffing and resources are limited.
AI Agent, RideCo’s automated, AI-powered reservation system, also supports reservationists and call center agents to decrease handling times and improve customer service levels. Using conversational tone and prompt responses, AI Agent manages routine bookings and cancellations, as well as general and “Where’s my ride?” inquires, freeing up live reservationists and agents to prioritize more complex calls. With AI Agent, agencies can efficiently scale call center capacity and extend availability to 24/7 without needing additional staff.
Reservations teams work within a unified search and booking interface that synchronizes data between the Eligibility Management platform and Profile Manager, the centralized rider information database, providing all the information needed to book riders into the appropriate service.
Eligibility and rider information, along with program rules, are inputted into Solver, RideCo’s patented optimization engine that analyzes fleet capacity, historical and real-time traffic conditions, and many other parameters, to offer optimized trip options. Search and booking through RideCo’s platform allows reservationists to streamline the booking process without needing to switch between systems, reducing call handle times, booking errors, and inefficient scheduling.
When preferred times are unavailable, RideCo’s platform automates the trip negotiation process, providing reservationists alternative trip windows that are optimized in real time against booked trips and match fleet capacity to ensure efficient scheduling and vehicle utilization. Automated trip negotiation not only improves operational efficiency, but supports first-call resolution to help riders get timely access to paratransit service.
Leveraging Solver, all trip options are calculated using dynamic route logic that analyzes fleet capacity, historical and real-time traffic conditions, and many other parameters, to deliver accurate trip timing. At the time of booking, reservationists provide riders with realistic pick-up and drop-off windows that help improve service reliability, build trust in the service, and reduce complaints related to early, late, or prolonged rides. Accurate trip timing also results in higher on-time performance through reducing generalized buffers and enabling tighter schedules to later support scheduling teams.
Automated trip notifications, such as booking reminders and details, pick-up windows, vehicle arrivals, and more, are set up based on program requirements and communicated through RideCo’s Passenger App, Short Message Service (SMS), or Interactive Voice Response (IVR) systems. Enhanced rider communication through multiple channels reduces dependence on call centers for general and “Where’s my ride?” inquiries, decreasing last-minute cancellations, no shows, and late boardings to improve overall service reliability.
