- Average automation increase of 28% across regions
- Smart suggestions for repeat callers
- Bookings completed in under 90 seconds
- Voice AI from 0% to 60% in One Day
/*! elementor – v3.23.0 – 25-07-2024 */
.elementor-heading-title{padding:0;margin:0;line-height:1}.elementor-widget-heading .elementor-heading-title[class*=elementor-size-]>a{color:inherit;font-size:inherit;line-height:inherit}.elementor-widget-heading .elementor-heading-title.elementor-size-small{font-size:15px}.elementor-widget-heading .elementor-heading-title.elementor-size-medium{font-size:19px}.elementor-widget-heading .elementor-heading-title.elementor-size-large{font-size:29px}.elementor-widget-heading .elementor-heading-title.elementor-size-xl{font-size:39px}.elementor-widget-heading .elementor-heading-title.elementor-size-xxl{font-size:59px}
Voice Automation Built for Real Taxi Operations
In transportation, there is no such thing as a low-priority call. Every phone call represents a booking opportunity, a passenger already in motion, or a decision that needs to be made immediately. Speed matters. Accuracy matters. Reliability matters.
For Take Me, a multi-location taxi operator operating across the UK, Voice automation was never about replacing people. It was about strengthening operations, improving response times, and ensuring that no customer was left waiting during peak demand.
“Every call has intent behind it, If a call isn’t answered quickly and accurately, that opportunity is gone.” said Liam Brewster, Chief Operations & Technology Officer at Take Me.
Take Me operates as a collaborative network of local taxi companies rather than a single centralised fleet. Each location runs its own drivers and day-to-day operations, supported by shared systems that allow the network to scale without losing local expertise.
“Any technology we introduce has to respect how local operators actually work,” Liam said. “That was non-negotiable for us.”
That is exactly where Voice automation proved its value.
/*! elementor – v3.23.0 – 25-07-2024 */
.elementor-widget-image{text-align:center}.elementor-widget-image a{display:inline-block}.elementor-widget-image a img[src$=”.svg”]{width:48px}.elementor-widget-image img{vertical-align:middle;display:inline-block} 
From Manual Calls to Intelligent Voice Automation
Take Me rolled out its new Voice AI capability across regions of all sizes, from large urban operations to smaller local fleets. The objective was straightforward: test whether Voice automation could handle real passenger demand under real-world operating conditions.
“We didn’t pilot it in just one place” Liam said. “We deployed it across the map to see how it performed at every level of the business.”
The results were immediate.
Across the Take Me network, average automation increased by 28%, with overall automation levels rising from 45% to 59% at launch, later stabilising at 57%. This represented a 12% uplift, achieved without disrupting local workflows or customer experience.
In Malton, the impact was even more striking. Automation jumped from 0% IVR usage to 60% in a single day.
“It went live and immediately started booking without intervention” Liam said. “Demand actually outpaced available drivers, which became the new challenge. That’s a good problem to have.”
This confirmed that Voice automation was not simply handling calls but actively unlocking demand.
Personalisation That Learns Locally
One of the most powerful advantages of Take Me’s Voice automation is its ability to learn from repeat callers and apply that knowledge at a local level.
Rather than treating every call the same, the system recognises familiar passengers and adapts in real time using Smart Suggestions.
“The real game-changer is personalisation,” Liam said. “Once the system learns about a customer, it starts anticipating what they’re calling for.”
Regular passengers no longer need to repeat themselves. A weekly supermarket journey can be confirmed instantly, while a Friday pre-booking to a local social club can be completed in seconds.
“When Mrs Smith calls on a Wednesday, the system already knows she’s heading to ASDA” Liam explained. “On Fridays, it recognises she’s booking for the social club at 5 pm and confirms it straight away.”
This approach ensures Voice automation supports local communities rather than flattening them.
Voice Automation Performance in the North West
In the North West, previous automation tools had struggled — not because of call volume, but because of language and accent recognition.
“While our earlier system delivered acceptable automation levels, we consistently faced challenges. This was particularly noticeable in Wrexham, where strong Welsh accents limited how effectively we could use it.” said Mike Gittins, Regional Manager for the North West.
The introduction of Take Me’s Voice automation immediately changed that dynamic.
“We saw a substantial increase in automation across every site, The biggest improvement was in Wrexham, where the system handled accents seamlessly and removed the barriers we’d faced before.” Mike said.
Measured results across the region were clear:
- Stoke-on-Trent: 47% → 76%
- Crewe: 67% → 84%
- Wrexham: 21% → 59%
“The clarity and realism of the AI’s spoken voice have been exceptional,” Mike added. “Most bookings are completed in under 90 seconds.”
Just as importantly, fewer customers requested to bypass the automated process — a strong indicator of increased trust and acceptance.
South West Operations: Faster Responses, Less Pressure
In Plymouth, the impact of Voice automation was felt almost immediately in daily operations.
“Since introducing the system into our call handling, the difference has been clear,” said John McVicar, Operations Manager for Plymouth. “It’s already handling around 20% of our calls.”
Calls that previously tied up drivers or office staff were answered instantly, reducing delays for passengers and easing pressure on local teams.
“The AI understands our passengers and handles the most common requests without fuss,” John said. “When human support is needed, it connects seamlessly.”
This balance allowed Take Me to deliver faster, friendlier service while keeping human expertise where it mattered most.
