Case study · Care and social services providers
ELLI-Bus
Starting point
ELLI-Bus is a volunteer-run neighbourhood transport service that provides door-to-door transport for residents of a rural area without adequate public transport links — many of whom are older people without their own car. Until now, journeys had to be booked exclusively by telephone during a narrow time slot on weekdays, which tied up the volunteer coordinators personally with every call.
Approach & solution
Setting up an AI telephone assistant that allows callers to book a journey directly over the phone: The assistant asks for the details of the desired journey (pick-up and drop-off points) and the date, and automatically creates the booking based on this information, rather than a coordinator having to record every detail manually.
Outcome
ELLI-Bus is now taking bookings via an AI telephone assistant: callers simply state the journey they wish to make, the destination and the date, and the assistant automatically creates the booking. This takes the pressure off the volunteer coordinators when it comes to handling recurring booking enquiries over the phone.
Our specific contribution
Needs Analysis & Design
Specifying which details — journey, destination, date — the assistant must record in order for a booking to be valid.
Technical facilities
Set-up of the AI telephone assistant for booking journeys by telephone.
Integration with the booking process
Linking the data entered to the existing route planning system in ELLI-Bus.
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