VIA Metropolitan Transit, serving San Antonio, Texas, has revolutionized customer service by implementing an AI-powered digital agent named Ava. Developed in collaboration with IBM, Ava uses IBM watsonx® Assistant to provide real-time answers to common customer questions like bus schedules, fares, and directions. The system integrates with APIs from Swiftly Systems and HERE.com to predict bus arrivals and offer navigation assistance. Ava operates 24/7 in both English and Spanish, easing the load on call centers and improving customer convenience. With nearly 3,000 monthly interactions, Ava has significantly enhanced user experience and operational efficiency for VIA.
VIA’s collaboration with IBM ensures continuous improvement, with future plans including voice recognition and richer location-based services. The project leveraged cloud-based solutions to keep infrastructure costs low while benefiting from IBM’s AI expertise. As the technology evolves, Ava is set to become an even more integral part of San Antonio’s public transit system, further enhancing rider satisfaction.
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