How Transcita automated 97% of more than 100,000 pickup calls with LARA
Transcita is the leading non-emergency medical transportation company in Puerto Rico. Since 2008, it has taken elderly patients and people with disabilities to their medical appointments and treatments with door-to-door service. With thousands of passengers calling each month to coordinate their pickup, Transcita faced a growing challenge: answering every call on time without keeping its agents tied to the phone.
October 2, 2026
The Opportunity: Freeing Agents from Repetitive Calls
When they finish their appointment, passengers call to let Transcita know they are ready to be picked up. This call, known as Will Call, represented a high daily volume and kept agents across its two call centers, in Pereira and Bogotá, Colombia, dedicated to answering it.
The Solution: LARA, BrainHi's AI-Powered Call Center Agent
In March 2026, Transcita brought in LARA to handle its pickup coordination calls. Connected to Transcita's system, LARA recognizes existing passengers and takes their notice without an agent having to step in. In less than six months, LARA has handled 108,073 calls and resolved 97% without transferring to an agent.
"Working with BrainHi has been a great experience. The results have exceeded our expectations and made a real difference in our operations."
— Rafael Vilá Baez, President, Transcita
A service that hasn't stopped, even through a catastrophe
A catastrophic earthquake struck Pereira, where one of Transcita’s two call centers operates. The next day, Transcita had 30 agents ready at another center to help, but for technical reasons they could not be activated.
Pickup coordination calls did not depend on that center: LARA was already answering them, and service continued without interruption. During the same event, the number of passengers who checked in through the link they receive by text message doubled or tripled.
"Thanks to LARA, we were able to continue coordinating pickups and serving our passengers even when our physical call center wasn't available. Without this technology, our operations would have been significantly impacted."
— Rafael Vilá Baez, President, Transcita
"When the earthquake happened in Colombia, we were still able to keep things running thanks to LARA. That was a real eye-opener for me. It showed me just how powerful AI can be."
— Edwood Ocasio Vicente, IT Director, Transcita
AI Unlocks Process Redesign
Since launch, Transcita and BrainHi have kept refining the call together. The script has continued to evolve and get shorter, keeping only the questions that are truly essential, and with each iteration the call has become more efficient. Today, the average call lasts about 32 seconds, and in recent months Transcita estimates that close to 99% of calls are resolved without an agent.
That's the power of AI: unlike a traditional process, LARA can be adjusted quickly, so every improvement reaches the next call right away. Each adjustment has also helped reduce operating costs.
"Working with the BrainHi team has been a great experience. From day one, they've made us feel like we've known each other for years. They genuinely put themselves in their clients' shoes and have the flexibility to build solutions around what matters most to us."
— Rafael Vilá Baez, President, Transcita
The next step: more automation
After the earthquake, Transcita wants to use LARA as a contingency plan for any outage at its call center. Its next big project is the calls to coordinate new trips, with the same volume as pickup coordination calls but about ten times more complex. Initial interviews with job candidates and satisfaction surveys with LARA are also underway.
For this next phase, Transcita's approach is clear: rethink the process from the ground up instead of replicating it.
"It's about changing the way we think. Instead of simply using AI to replicate what we're already doing, we should take a step back and ask ourselves: How can we rethink the entire process to make it simpler, smarter, and more efficient by building on AI's core strengths?"
— Rafael Vilá Baez, President, Transcita
Results
Ready to transform your organization?
If your organization wants to automate high-volume calls without adding staff, and keep service running even when everything else fails, BrainHi is the ideal solution.