The Problem
Delayed no-show Approval or Rejection have a significant impact:
Service Disruption: Riders who could have been picked up miss essential appointments, reducing service reliability and rider satisfaction.
Operational Waste: Driver time spent waiting unnecessarily, delayed subsequent pickups, and manual dispatcher intervention all reduce fleet efficiency.
Compliance Risk: For paratransit services under ADA regulations, improperly applied no-show penalties can create compliance issues and rider complaints.
How No Shows work with Scout AI
Using the Feature during Operations:
When a driver reports a no-show and requests cancellation through the Driver App:
Scout AI does a pre-verification step:
Ensure that the Driver has arrived within the Pickup Window and is not early.
Ensure that the Driver is near the Requested pickup location (300 metres)
Drivers receive updates in their Driver dispatch conversation as information is collected
If it passes the pre-verification, Scout immediately initiates an outbound call. Scout AI conducts a natural conversation with the rider to collect key information:
Whether the rider is actually unable to take the trip
The reason for the situation (running late, waiting inside, didn't hear driver, etc.)
If the rider can still be picked up, any specific location instructions
Once verification completes, Scout Approves the No Show Request with cancellation details or it Rejects the No Show request with more information automatically shared with the Driver to:
Proceed with the no-show if confirmed
Get specific location instructions if the rider is in a different spot
Reviewing Results:
All verification calls and collected information are stored and can be accessed through AI Voice Conversation logs in the admin interface. These transcripts also update live, so that your Dispatch Team has full control and can see what the AI is saying, mid-conversation.
This feature is currently in Beta, please reach out to your Spare Representative if you want to be a part of this release.
Key Benefits
✅ Reduces False No-Shows: Gives riders a chance to explain situations and still be served
✅ Saves Dispatcher Time: Automates repetitive verification calls that would otherwise require manual intervention
✅ Enhanced Rider Experience: Shows riders that the service values their time and gives them fair opportunities
✅ Faster Resolution: Immediate automated response is faster than waiting for dispatcher callback