New York City Transit added automated voice directions to its Trip Planner. Trip Planner Voice allows customers to access bus and subway travel itinerary information via the telephone without waiting for an agent. The system uses interactive voice response and speech recognition technology to provide trip-planning services 24/7. “Trip Planner Voice is yet another example of how the MTA and its operating agencies seek out and employ the latest in technology to upgrade the customer experience,” MTA Chairman H. Dale Hemmerdinger said. “Finding the easiest and fastest way to take a trip should not be a chore.” added Hemmerdinger. Link to full MTA press release.
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Susan Bregman is editor of The Transit Wire. She has been a consultant on transit policy and planning for fifteen years and before that worked for the Boston Transportation Department. In 2004 she founded Oak Square Resources, LLC, which focuses on transit research, policy, and communications.
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