Rider Phone Assistant · IVR
Answer every rider call like a company ten times your size.
Right now, every "where's my ride?" call rings a human you pay — your dispatcher mid-route, or your own cell after the office closes. DriveBoss answers those calls for you. Riders dial one number, get greeted by your company's name, and — in English or Spanish — check their pickup time, hear a live ETA, or cancel a trip for today or tomorrow. It verifies their identity before anything changes, keeps your dispatchers in the loop, and hands off to a live person the moment they ask. All day, every day, with no extra staffing.
From $79/mo, sized by your monthly trip volume — free with BillBoss Managed Billing. See plans →
What it does
Everything a rider needs, answered by phone — day or night.
A dedicated rider phone line
Each of your operations gets its own number, and the assistant answers in your company's name.
Fully bilingual — English & Spanish
Callers choose their language up front; lookup, status, and cancellation work identically in both.
24/7 automated self-service
The same "where's my ride?" call, forty times a day, stops landing on whoever's running the board — answered automatically, day or night.
"Where's my ride?" — status & live ETA
Once verified, riders hear their pickup time and a live ETA when the ride is already on the road.
Voice lookup by name + date of birth
No account numbers or menus to memorize — riders simply say who they are.
Smart name recognition
Built for how people actually talk — it handles mishearings, accents, and name variations, so riders don't have to spell anything.
Self-service cancellation, today & tomorrow
Riders cancel an upcoming trip right over the phone; the assistant reads it back and confirms before anything happens.
Secure three-factor verification
Cancelling verifies the rider’s identity against the details on file — so a rider can only cancel their own trip.
Dispatch stays in the loop
A rider-initiated cancellation instantly notifies your dispatch team with a pop-up on the dispatching screen and marks the trip cancelled.
A human is always one press away
Callers can press 0 at any time to reach a live dispatcher.
Reliable & graceful fallback
If a transfer can't complete, the caller hears a clear spoken message and is asked to call again — never dead air.
Fast, consistent rollout
New operations go live on the same proven assistant quickly — every company inherits the full feature set automatically.
How it works
Five steps, from ringing to resolved.
A rider calls your dedicated line
They dial your company's DriveBoss phone number — the one that answers in your name.
They pick English or Spanish
Greeted by your company's name, callers choose their language — or press 0 for a live dispatcher anytime.
They say who they are
Name and date of birth pull up their trip — understanding names the way people actually say them.
They hear their ride
The assistant reads back their pickup time and a live ETA if the ride is already on the way.
Or they cancel — and dispatch knows
They can cancel a trip for today or tomorrow after we verify their identity against the details on their account — and dispatch is instantly notified.
Why operators enable it
What changes for your dispatch team.
Cut call volume
Routine status and cancellation calls answer themselves, freeing your dispatchers for the real problems.
24/7 coverage, no added staffing
Riders get help at 2 a.m. the same as 2 p.m. — the line runs whether your office is open or not.
A better rider experience
Fast, self-service answers, available in English or Spanish, without waiting on hold for a dispatcher.
Security built in
Three-factor verification means riders can only look up and act on their own trips — nobody else's.
Quick to enable
Turn it on for each of your operations, with the same consistent experience across all of them.
Secure by design
Riders can only act on their own trips.
Cancelling verifies the rider’s identity against the details on file — so a rider can only cancel their own trip. Identity is verified before any trip details are shared, consistent with HIPAA’s minimum-necessary principle.
FAQ
Common questions from operators.
What can riders do on the phone line?
Check their pickup time and live ETA, and cancel a trip for today or tomorrow — all by voice, 24/7.
Does it work in Spanish?
Yes — the entire experience is available in English and Spanish, with full parity between the two.
How does it know which rider is calling?
Riders confirm their identity — their name plus the details on file, such as date of birth and the phone number on their account — so they can only cancel their own rides.
Can they still reach a person?
Always — pressing 0 at any point connects them to a live dispatcher.
What happens to my dispatchers when a rider cancels?
They're notified immediately; the cancelled trip surfaces on the dispatching screen.
Give your riders a phone line that answers itself.
Available with DriveBoss, in English and Spanish. Book a demo, or set up your line if you're already a customer.
Book a Demo