Legacy dispatch and operator system modernization
Comprehensive transformation of dispatch and operator system to enable scalability and operational effectiveness
Client
Atlas is a technology-driven passenger transportation platform that connects independent carriers under one unified system. The company offers travelers an affordable and comfortable journey experience through streamlined booking, flexible pricing, and a user-friendly mobile app
Business challenges
- Scaling challenges due to legacy systems
- Support a future SaaS business model for the dispatch platform
- Overcome user resistance by matching existing system functionality
- Reduce reliance on manual call center operations
Our solutions
- New dispatch system (“PILOT”)
- New Call Center Operator system
- AI-powered agents and outbound call automation
- Integration with ticket aggregators
- Dedicated admin panel for analytics and aggregator management
Project Implementation
Atlas, a leading passenger transportation provider, partnered with Twelvedevs to overcome challenges with outdated PHP versions and Bitrix-based systems. These legacy systems limited innovation, posed security risks, and blocked the strategic goal of offering dispatch software as a SaaS product.
We launched a multi-product modernization initiative:
Dispatch system – "PILOT". The first version of the system gave the ability to manage transportation, drivers, routes, and trip manifests. Current version focuses on delivering high-demand features like flexible stop sequences, passenger transfers, seat blocking, and dynamic vehicle layouts — ensuring high user adoption and operational agility.
Call center operator system. This interface unifies data access from legacy and new systems, enabling operators to search passenger data, assist bookings and cancellations, and handle trip changes. MVP delivery is targeted within two months.
AI call center solutions. Using OpenAI Whisper, RASA, and Oktell integration, we implemented: A voice bot for booking, currently paused for optimization based on real-world conversation analysis. An outbound call bot for trip confirmations, now is ready for supervised testing before full automation. A Telegram bot is being developed as an alternative to voice-based booking.
Here is a full description of an AI-based call center automation solution that led to a 70% reduction in operational costs.
We integrated SKS Auto and Infobus ticket systems, significantly expanding the client’s network reach. These integrations required detailed API management, complex route mapping, and ongoing maintenance to ensure data accuracy and availability.
Developed a dedicated panel for aggregators enables real-time order monitoring, markup control, financial reporting, and logistics analytics — providing valuable business insights (e.g., GMV, occupancy rates, refund rate, average receipt etc.).
Technology stack
- JavaScript
- React
- NestJS
- OpenAI TTS/STT
- RASA (on-premise)
- Oktell (SIP protocol)
- REST API
- GraphQL
- gRPC
Key activities
Results
Through close collaboration and the development of tailored solutions, we helped the customer significantly improve operational efficiency. The following outcomes were achieved:
- Enhanced operational efficiency and reduced manual errors through the launch of a next-generation dispatch system that enables real-time management of routes, drivers, and trips
- Increased engagement from dispatchers and operators by facilitating rapid iteration of user-driven features, ensuring smoother transitions
- Laid the foundation for future growth and adaptability by developing a flexible and scalable operator system, enabling a seamless migration to the new platform
- Eliminated 100% of the manual workload and improved service response times by delivering AI-powered bots for booking confirmations
Working with Twelvedevs has been a transformative experience. They helped us replace our outdated legacy systems with a modern, scalable dispatch platform that improved operational efficiency and reduced manual errors. Their expertise in integrating new technologies and ensuring smooth user adoption has set the foundation for our future SaaS model. We’re excited to continue this partnership
