St. Petersburg, Florida’s Pinellas Suncoast Transit Authority (PSTA) is making it easier and faster for riders to book trips with the launch of Spare AI Voice, a new automated call system designed to reduce hold times and improve access to PSTA’s services. 

With Spare AI Voice, riders using PSTA’s Access (ADA paratransit) and Mobility on Demand (MOD) services will be able to book rides, check trip status, or cancel reservations without waiting on hold. 

Because the system integrates directly with PSTA’s existing reservation platform, it can remember rider preferences, such as favorite locations and payment methods, just like a live customer service representative would. 

Eliminating Peak Wait Times

Spare AI Voice can also handle an unlimited number of calls simultaneously. This means no more long waits during peak hours, no interruptions due to staffing shortages, and more reliable service for everyone who depends on PSTA. 

“Spare AI Voice is about putting riders first,” said Brad Miller, CEO at PSTA. “It gives people faster service, reduces frustration, and ensures we can keep cost-effectively delivering high-quality customer support.”

The PSTA Board of Directors approved $134,000 to expand its contract with Spare Labs, a cost covered in part by a $50,000 grant and savings from existing call center staff vacancies. Staff estimates the investment will provide at least two years of service while helping reduce overall operating costs, the agency said.

This new system is scheduled to launch in September and will undergo quality assurance review over the next two years.