Case Study: Niagara Region Transit turns missed calls into 24/7 coverage with Synthflow Voice AI
Key results
The challenge
A major Canadian transit system relied on outdated online forms that frustrated residents, produced poor data, and slowed workflows, especially after hours. Its agency partner Peak Demand needed a faster, smarter way to deliver essential public services.
The solution
Peak Demand deployed Synthflow voice AI agents to manage inbound calls and rebuilt data workflows to integrate with the service-request platform. Residents can now call any time and the AI captures requests conversationally, auto-filling and submitting service forms, with automated phone status updates planned next.
“Our transit service client is highly satisfied with the implementation of their new voice agent and service request automation. They are now exploring further automation and have strategically planned the deployment of three additional agents to join their agent swarm.”
ALAlex LeckyFounder of Peak Demand (deployment partner)
The results, in context
The deployment achieved 100% automated data collection, capturing every service request 24/7, and eliminated missed after-hours calls. Residents complete requests by phone in about two minutes instead of eight to ten, roughly 80% faster, and the provider has planned three additional voice agents as it expands.