From Missed Calls to 100% Automation: How an Agency Ramped up Transit Service

Overview

Peak Demand replaced clunky online forms with Synthflow Voice AI agents for a major transit provider, enabling residents to make quick service requests by phone—boosting speed, accuracy, and experience.

Now expanding system-wide, the provider is adding more AI agents, while Peak Demand scales the solution to other cities—making AI the new norm in public service.

Problem

A major Canadian transit system struggled with outdated online forms that frustrated residents, led to poor data, and slowed workflows—especially after hours.

As their agency partner, Peak Demand knew there had to be a smarter, faster way to deliver essential public services.

Solution

Peak Demand deployed Synthflow Voice AI agents to manage inbound calls and rebuilt data workflows for seamless integration with the service request platform. It’s game-changer for the community: residents now simply call anytime, and the AI agent captures their request conversationally, auto-filling and submitting service forms.

Next up, Peak Demand is adding automated status updates by phone, delivering the full-service loop public sector teams have been waiting for.

Our transit service client is highly satisfied with the implementation of their new voice agent and service request automation. They are now exploring further automation for their initial agent, expanding use cases across various departments, and have strategically planned the deployment of three additional agents to join their agent swarm.

This forward-thinking approach is paving the way for enhanced AI adoption in transit systems throughout Ontario and across Canada.

The Results

With Synthflow’s AI agents, Peak Demand transformed the service request process, delivering faster, smoother service for municipalities and residents:

• 100% Automated Data Collection
  Synthflow’s voice AI agents now capture every service request 24/7—eliminating wasted time on routine operations.
• 0% Missed Calls After Hours
  No missed service requests, anytime, ensuring uninterrupted support.
• +80% Faster Data Submission
  Residents complete requests by phone in 2 minutes instead of 8–10 minutes.
• 3 New Voice Agents
  Expansion to more municipalities is already underway for 2025.

Conclusion

With a successful rollout and high satisfaction, this model is fast becoming the blueprint for cities and municipalities to modernize public service communication—powered by voice AI.