How DiRAD’s SmartSpeech IVR Platform Helps Major Transit Agency

Hampton Roads Transit (HRT) in Norfolk, VA serves over 22 million annual passengers within its 369-square-mile service area. HRT handles hundreds of thousands of calls per year from users of its fixed-route and light rail services for schedules, so it already had an Interactive Voice Response System (IVR) in place. However, while the IVR worked well in quiet environments, the noise from busy streets, buses, and trains limited practical use. Always at the forefront of customer service innovation, HRT searched for a replacement solution that would live up to its promises.