United StatesPublic sector2020 – ongoingVIA Metropolitan Transit
Ava rider information assistant
VIA's Ava assistant handled more than 41,000 rider conversations, IBM reported
Problem
VIA's call centers received repetitive questions about fares and bus arrivals. Riders also needed help outside staffed hours.
Approach
VIA and IBM built Ava using Watson conversational software and call-center questions. They connected it to Swiftly's AI arrival predictions and deployed it on VIA's website in late 2020.
Results
more than 41,000conversations since launch, reported by IBM
almost 28,000unique users since launch, reported by IBM
Takeaway
The assistant combined routine answers with live transit information. Unanswered questions fed a follow-up process and further training.
Categories
- Industry
- Public sector
- Business function
- Customer service
- Innovation type
- Process innovation
- Adoption
- Partner co-development
- Evidence
- Vendor case study
Sources
Source summaries
[1]IBMApr 2022
IBM described Ava's development and deployment. It reported more than 41,000 conversations with almost 28,000 unique users.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026