HBSS today announced the launch of its fully integrated Intelligent Virtual Assistant (IVA), now built directly into the HBSS Intelligent Transportation Management System (ITMS). This advancement eliminates the need for third-party conversational AI integrations and associated API dependencies, creating a unified, streamlined technology environment for transportation brokerages and public agencies.

Building on the industry’s rapid advancements in conversational AI, HBSS has embedded a customizable IVA natively within its platform architecture. By removing the requirement to integrate and maintain separate third-party IVA systems, agencies can significantly reduce long-term operating costs, integration overhead, and vendor coordination complexity. Enhancements, feature expansions, and workflow updates can now be implemented within a single platform ecosystem, eliminating the need to manage parallel contracts and recurring API modification expenses.

Beyond call automation, the embedded IVA extends conversational capabilities across multiple brokerage functions, enabling agencies to improve operational efficiency, reduce manual intervention, and lower labor costs. The system is designed to scale across scheduling inquiries, trip status requests, eligibility workflows, and other high-volume operational interactions.

HBSS has already successfully deployed its integrated IVA solution at the Delaware Transit Corporation (DTC), publicly operating as DART First State. DTC provides statewide paratranist services, in addition to microtransit and fixed route operations, and has deployed the IVA to augment its Reservations center. This initial installment demonstrates real-world performance within a regulated public transportation environment. The deployment reflects HBSS’s commitment to delivering execution-grade automation while maintaining system reliability, compliance, and cost efficiency.