Published:16/05/2025
Dispatch Transformation and AI Integration for Long-Term Growth
This case study highlights how Twelvedevs addressed the operational challenges through a modern dispatch system, operator console, and AI-powered solutions — ultimately setting the stage for Atlas to scale its business and innovate for the future.
Outdated technology can hinder growth and innovation. Atlas, a leading passenger transportation company, faced these very challenges as it struggled with a legacy dispatch system built on outdated technologies. This system was no longer secure, lacked flexibility for new features, and couldn't scale to meet Atlas’s growing needs. With a strategic vision to evolve its dispatch system into a standalone SaaS product for the industry, Atlas partnered with Twelvedevs to overhaul its operations and unlock new growth opportunities.
The challenge: Overcoming legacy system limitations
Atlas’s legacy system was deeply ingrained in its day-to-day operations, but it was holding the company back from achieving its vision. Some of the key challenges included:
- The outdated system exposed Atlas to potential security and data integrity threats.
- New features were difficult to implement, slowing down innovation and creating inefficiencies.
- The existing platform couldn’t support Atlas’s ambition to offer its dispatch system as a standalone SaaS product.
- Dispatchers were reluctant to transition from the old dispatch system to the new one due to the lack of familiar features.
Atlas recognized that to stay competitive, it needed a more secure, scalable, and feature-rich platform. That’s where Twelvedevs stepped in.
Our solution: A multi-layered approach to modernization
We took a strategic, multi-layered approach to address Atlas’s challenges. We didn’t just build a new system — we created a solution that aligned with Atlas’s long-term vision, helped improve operational efficiency, and set the foundation for future growth.
1. PILOT: The new dispatch system
The first part of the solution was PILOT, the new dispatch system designed to replace the outdated one. This system was built on modern JavaScript technologies to ensure flexibility, scalability, and ease of future feature integration.
Key features (version 1):
- Transport and driver management: Manage vehicles, drivers, and routes in a central system.
- Trip and passenger management: Create trips, view passengers, and manage scheduling with ease.
- Financial reporting: Carrier settlements and track financial data in real-time.
While the first version of PILOT is in production, we focused on addressing the most critical features for user adoption. These included flexible stop sequence management, passenger transfers, and vehicle seating chart management — features that were essential to Atlas’s route managers.
To ensure that the transition from the legacy system to PILOT was smooth, we actively engaged with Atlas’s route managers to incorporate their feedback. Their concerns were addressed by prioritizing critical features that were most familiar to them. This collaborative approach allowed for a seamless user adoption experience.
PILOT works quickly, without unnecessary or obscure fields and features — exactly what our teams needed. Simplicity is a key strength here. The addition of a common Single Sign-On system for all Atlas products has also been a game-changer — before, we had to juggle separate logins for each system.
Product Owner, Atlas
2. The operator console
Alongside the dispatch system, we developed a new operator console to help Atlas’s call center operators manage both old and new dispatch data. The existing console only interacted with legacy data, making it difficult for operators to transition to the new system.
Key features:
- Passenger and order data: View and manage passenger data and ticket orders from both the old and new systems.
- Ticket booking and cancellations: Enable operators to assist with booking and cancellations directly from the console.
- Passenger transfers: Transfer passengers to different trips when necessary, ensuring customer satisfaction and operational flexibility.
The console was crucial for ensuring a smooth transition from the old system to the new one, with the goal of providing operators with a seamless experience across both systems.
By working closely with Atlas’s team, we were able to deliver an operator console that met immediate operational needs while ensuring scalability. The quick rollout and focused functionality in the MVP allowed operators to continue serving customers without disruption. The gradual feature expansion aligns with our strategy of phased, adaptable deployment.
3. AI-powered call center solutions
The third component of our solution was the integration of AI-powered call center solutions, which included voice and outbound bots to automate customer interactions. This innovation allowed Atlas to reduce the strain on operators and offer 24/7 customer service without additional overhead.
- Voice bot for booking: We developed a voice bot using OpenAI Whisper and RASA (deployed on-premise) to handle booking calls, seamlessly integrated with the Oktell telephony system. While the initial implementation faced challenges with real-world passenger interactions, we’re refining the system to better handle varied speech patterns, background noise, and passenger inquiries. In the interim, we developed a Telegram bot to bypass the voice recognition challenges and provide an alternate booking method.
- Outbound call bot for trip confirmations: The outbound AI-powered bot automates pre-trip confirmations, freeing drivers from this task. We are currently testing the bot under supervision, and once fully automated, this will significantly improve operational efficiency and reduce manual errors.
In the next iteration of the AI voice bot, we're focusing on addressing key challenges such as passengers speaking in unpredictable ways, background noise interference, impatience with bot delays, and varied speech patterns like slurring or incomplete sentences — all of which make it difficult for the bot to accurately capture booking details.
By introducing a Telegram bot, we bypass the complexities of speech recognition entirely. This allows us to offer clearer prompts, guide users more effectively through the booking process, and reduce misunderstandings, leading to a more convenient and error-free experience for passengers.
4. Third-party integrations
To further enhance the reach and scalability of Atlas’s services, we integrated with external aggregators such as SKS Auto and Infobus. These integrations allow Atlas to expand its route network and tap into new markets, making its services available to a wider audience.
Challenges with SKS Auto integration:
- API & Documentation: SKS Auto's API and documentation were incomplete and outdated, leading to delays and technical challenges.
- Data structure differences: Atlas had to adapt its system to accommodate SKS Auto’s unique data structure, which caused additional complexity.
Despite these challenges, we successfully completed the integration and have seen positive results. Infobus, on the other hand, was a smoother integration process, completed in just two weeks, allowing Atlas to quickly expand its service offerings.
5. The admin panel: Centralized control for external integrations
In addition to internal system improvements, we also developed a comprehensive admin panel to manage external integrations and gain valuable business insights. This panel allows Atlas to manage ticket sales from partner routes, and markups (e.g., markups on popular routes or during the vacation season), and generate financial reports for strategic decision-making.
Key Features:
- Ticket and order management: Monitor all orders and tickets across integrated systems.
- Financial analytics: Track revenue, refunds, and ticket sales in real-time.
- Logistics analytics: Metrics like GMV (Gross Merchandise Volume), average revenue per trip, and occupancy rates provide valuable insights into operational efficiency.
The admin panel provides Atlas with critical oversight of its external partnerships, enabling real-time performance monitoring. By providing an intuitive interface for tracking orders, pricing, and operational metrics, Atlas can make data-driven decisions that optimize both revenue and customer satisfaction.
For the first time, we have full visibility into our partner sales and can easily track key metrics like order volumes, refunds, and profitability by route. This has already helped us identify our most popular and most profitable destinations, allowing us to adjust pricing and marketing strategies.
Operations Manager, Atlas
The business results
Since launching the new systems, and integrating AI-powered call center solutions, Atlas has seen significant improvements in efficiency, user satisfaction, and scalability.
Operators and dispatchers are now more comfortable with the new system, with critical features like passenger transfers and stop sequence management driving adoption. AI-powered bots are starting to automate routine tasks and improve customer service response times. The new information portal has further boosted the user experience, resulting in increased in-app conversions.
The successful integrations with SKS Auto and Infobus have broadened Atlas’s service offerings and enhanced its market presence.
Partnering with Twelvedevs was a game-changer for us. Their expertise in modernizing our systems has helped us overcome significant challenges and position ourselves for long-term growth. We’re excited about the future of our business, and Twelvedevs is a key part of that vision.
Founder & Tech Evangelist
Protect your operations in the future
If you're facing similar challenges in your business and want to explore how modernizing your systems can drive efficiency and scalability, ask for a consultation. We help your business overcome technological barriers, optimize operations, and unlock new growth opportunities.
