Taxi call answering: agents, IVR or AI voice booking?

The phone is still the first channel for many taxi customers, especially older passengers, hotels and regular account customers. The question is not whether to answer the phone, but how.

Human agents

Agents handle complex bookings, account customers and problems best. The key is speed: a keyboard-first booking screen with fast address search lets agents book in under 15 seconds, so queues stay short at peak times.

IVR and automated booking

Interactive voice response can recognise returning callers, confirm a pickup from a saved address and answer status questions without an agent. It works best for simple, repeat bookings.

AI voice booking

AI voice assistants can understand a caller in natural language and create the booking directly. They help at night and at peaks, and leave complex calls to people. eCabs Malta takes bookings through Voice AI alongside its call centre.

The app takes over gradually

At eCabs Malta, phone bookings fell from 90% of all bookings in 2013 to 15% in 2026 as customers moved to the app, web and corporate portal, while the call centre stayed open for everyone who prefers to phone.

One dispatch for every channel

Whatever answers the call, the booking should land in the same dispatch, pricing and customer records as app and web orders. See phone and AI booking, and how phones stay open during a switch in keeping the phones ringing.