Case Study: Peak Demand Delivers Faster Service With Synthflow

Peak Demand is a digital agency providing call centre, dispatch, and issue resolution solutions for public sector and transit organizations to enhance resident services.

Challenges

A major Canadian transit system struggled with outdated online forms that frustrated residents, led to poor data, and slowed workflows, especially after hours.

As their agency partner, Peak Demand knew there had to be a smarter, faster way to deliver essential public services.

Solution

Peak Demand deployed Synthflow Voice AI agents to manage inbound calls and rebuilt data workflows for seamless integration with the service request platform.

It’s game-changer for the community: residents now simply call any time, and the AI agent captures their request conversationally, auto-filling and submitting service forms.

Next up, Peak Demand is adding automated status updates by phone, delivering the full-service loop public sector teams have been waiting for.

“Our transit service client is highly satisfied with the implementation of their new voice agent and service request automation.

They are now exploring further automation for their initial agent, expanding use cases across various departments, and have strategically planned the deployment of three additional agents to join their agent swarm.

This forward-thinking approach is paving the way for enhanced AI adoption in transit systems throughout Ontario and across Canada,” said Alex Lecky, Founder of Peak Demand.

The Results

With Synthflow’s AI agents, Peak Demand transformed the service request process, delivering faster, smoother service for municipalities and residents:

• 100% Automated Data Collection – Synthflow’s voice AI agents now capture every service request 24/7, eliminating wasted time on routine operations.
• 0% Missed Calls After Hours – No missed service requests, any time, ensuring uninterrupted support.
• +80% Faster Data Submission – Residents complete requests by phone in 2 minutes instead of 8–10 minutes.
• 3 New Voice Agents – Expansion to more municipalities is already underway for 2025.

Conclusion

With a successful roll-out and high satisfaction, this model is fast becoming the blueprint for cities and municipalities to modernize public service communication, powered by voice AI.

---

This post has been re-published by kind permission of Synthflow - view the original article.

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Reviewed by: Megan Jones