Community transport is a necessary service to help some members of society get to where they need to be who otherwise would not be able to do so.
The landscape of customer service has undergone significant transformation with the advent of automation and AI-driven voice technology.
However, the debate continues on whether these advancements can fully replace the human element, particularly in the context of call centres for passenger services.
There are members of society who do not have access to smartphones and the latest technology who would be left behind without a call centre in the middle. Indeed, many would say community transport can't operate without a call centre provided by real people.
What do you think?
Do you agree that people-driven call centres will remain the norm and provide a much-needed empathetic understanding of customer concerns?
Do you believe a call centre provides that needed personal touch and reassurance to passengers - or would an app notification suffice for many?
Do you think machines can ever really replicate the flexibility required to operate a community transport service?
Join the discussion below ...