As ridership and call volumes grew, PSTA needed a way to serve more riders without growing its call center team or leaving riders waiting on hold.

With Spare AI Voice, their riders can book and change trips, check eligibility, get real-time ETAs, and confirm payments without waiting for an agent. In under 12 months, AI Voice has handled more than 130,000 calls, representing 40% of their inbound volume.

The impact:

• ~50% shorter average wait times

• 43% fewer abandoned calls

• 24/7 rider support

At the same time, PSTA avoided additional hires while giving staff more time to focus on complex calls, scheduling, and exceptions.

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