Executive Summary
KTEL Magnesia operates intercity bus services across the Magnesia region and connects Volos with Athens and Thessaloniki. For hundreds of passengers each day, a phone call remains the most direct way to check their next departure.
With Voice Logica, KTEL Magnesia deployed an AI Voice Agent that provides real-time timetable information, 24 hours a day, seven days a week. Passengers speak naturally in Greek and receive the information they need, without navigating phone menus or using keypad options.
During the first seven weeks of operation, the service recorded more than 45,000 calls, with 97% of calls answered by the AI Voice Agent and approximately 450 hours of passenger conversations.
The Challenge
Hundreds of Daily Calls About Bus Timetables
“When is the next bus?”, “What time does it leave?”, “When does it arrive?” Although tickets are available online, passengers continue to call for information to help them plan their journeys.
For KTEL Magnesia’s customer service team, this means handling a high volume of recurring questions alongside other requests that require their attention.
Demand for Information Beyond Office Hours
The customer service office operates from 06:00 to 22:00. Passengers’ need for travel information, however, extends beyond those hours.
KTEL Magnesia needed to make timetable information available by phone outside office hours, with answers based on its actual service schedule.
The main objectives were to:
- Provide immediate timetable information over the phone.
- Offer 24/7 availability, including weekends.
- Retrieve up-to-date information from the service schedule.
- Reduce recurring enquiries handled by the customer service team.
- Transfer calls to a representative when human assistance is required.
The Solution
Voice Logica implemented an AI Voice Agent tailored to KTEL Magnesia’s passenger information needs.
Real-Time Timetable Information
The AI Voice Agent looks up available departures in the actual service schedule, based on the passenger’s origin and destination.
Information is retrieved during the call, allowing responses to reflect the available timetable data.
Support for Route-Specific Details
The AI Voice Agent is configured to account for details such as:
- Express and special services.
- Timetable changes on public holidays.
- Information about a stop on the route to Athens.
- Individual routes, such as Drymonas.
- Journey duration and arrival times, when requested.
Call Transfers with Clear Rules
Enquiries about reservations, ticket changes, fares and luggage are transferred to a representative during customer service office hours.
The AI Voice Agent handles timetable information, while the human team manages requests outside its defined scope.
How It Works in Practice
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1. The passenger calls KTEL Magnesia.
The AI Voice Agent answers and begins the conversation in Greek.
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2. It clarifies the origin and destination.
It gathers the information needed to identify the relevant service.
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3. It checks the timetable in real time.
It retrieves the relevant departures, taking into account the available information for that route.
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4. It provides the requested information.
It shares departure times and, when requested, journey duration and arrival times.
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5. It continues the conversation or transfers the call.
It answers further questions within its scope or transfers the call when a representative is needed and the customer service office is open.
Results - Business Impact
From 27 August to 15 October 2026, the operational data shows the scale of demand handled by the service:
| Metric | Result |
|---|---|
| Total call volume | 45,000+ calls in approximately seven weeks |
| Average daily call volume | Approximately 910 calls |
| Calls answered by the AI Voice Agent | 97% |
| Total passenger conversation time | Approximately 450 hours |
| Timetable information availability | 24/7 |
| Highest recorded daily call volume | 1,657 calls, on 28 August |
The collaboration began in early May 2026, and the AI Voice Agent became fully operational on 27 August 2026. The service recorded 826 calls on its first day and 1,657 on its second, demonstrating the demand for telephone information from the outset.
“Hundreds of passengers a day can now get an answer over the phone, at any hour. The assistant has become part of our daily operations.”
Dimitris Kolyndrinis
President, KTEL Magnesia
Operational Benefits
Timetable Information Around the Clock
Passengers can obtain timetable information by phone even when the customer service office is closed.
Fewer Repetitive Enquiries for the Team
The AI Voice Agent handles common questions about departures, routes and arrivals, reducing the need for staff involvement in these enquiries.
More Focus on Requests That Need a Representative
A defined service scope and clear transfer rules help separate timetable enquiries from requests involving reservations, tickets and other services.
Continuous Improvement Based on Actual Calls
The AI Voice Agent’s configuration is refined using passenger conversations and enquiries, with the aim of gradually expanding the range of requests it can handle.
Conclusion
KTEL Magnesia used Voice Logica to deliver real-time timetable information over the phone, with 24/7 availability.
With more than 45,000 calls in seven weeks and 97% of calls answered by the AI Voice Agent, the deployment demonstrates how automation can support a recurring, high-volume need: helping passengers find the information they need for their journey, whenever they need it.