HOP’s Voice Helper: Paige
Who is Paige?
Paige is an AI voice helper. That means she is a computer program that can talk and listen like a person. Paige is not a real person, but she is trained to understand plain, everyday speech. She helps you book rides and connects you to the Onward team when she can’t find the answer you need.
When Paige transfers your call, the live agent already knows what you said, so you don’t have to repeat yourself. Paige responds all day and night, every day of the year, and she can speak more than 15 languages. This means riders who speak little or no English can still get help whenever they need transportation.
Why is HOP using Paige?
Paige will help most riders save time on hold or waiting for callbacks when reserving rides over the telephone. By reserving with Paige, riders do not have to wait for a live Concierge agent to be available during busy times. Having Paige take care of everyday requests also helps Concierge agents reply faster when riders need more help, have urgent requests, or are having issues with their rides.
Using the AI voice helper also lets HOP help riders who have an easier time asking for rides in languages besides English.
As always, the fastest and most available way to request a ride is using Text-to-Book, but Paige can help if you can’t use text messages.
Can I still talk to a real person?
Yes, always. Paige is an AI voice helper who handles simple ride bookings.
If you need help from a real person or prefer to speak to someone directly, Paige will connect you to the Onward Concierge team right away.
What kinds of rides can Paige book?
Paige can help you set up rideshare trips if you are a HOP rider.
If you need a Wheelchair Van or a Companion Ride, Paige will move your call to a live agent who can finish booking your trip.
Can Paige tell me about rides I already booked?
Not yet. Right now, Paige focuses on booking new rides.
If you want to check on a ride you already scheduled, Paige will quickly connect you to a live agent.
Can Paige help me if I'm experiencing an issue with a live ride?
No. If you’re experiencing an issue with a current ride, you should select Option 3 when you call the HOP line.
What will Paige ask me?
To book your ride correctly, Paige may ask for your name, your date of birth, and details about your trip—like where you want to go and what time you want to be picked up.
This helps her keep your ride accurate and secure. It is helpful if you know the address of your destination.
What if Paige doesn't understand me?
If Paige has trouble understanding what you say, she will quickly send your call to a real person on the Onward Concierge team who can help.
Will Paige ask for payment?
If your rides are free, Paige will not ask about payment. If your trip has a fare, Paige will check if you already have a credit card saved in your Onward account. If not, Paige will connect you to a live agent who can safely add your card information.
Is Paige available all the time?
Yes. Paige is an AI voice helper who works 24 hours a day, 7 days a week, 365 days a year.
You can book rides or get help anytime—in any language she supports.
Why doesn't Paige know my home address?
Paige doesn’t remember addresses yet. For now, please tell her both your pickup and drop-off locations each time you book a ride. If she’s unsure, she’ll ask you to repeat or confirm it.
Later, Paige will learn how to understand requests like “Take me home,” and HOP will let riders know when that feature is ready.
How can I talk to Paige so she understand me?
- Speak slowly and clearly.
- Avoid using a speakerphone—background noise makes it hard for Paige to hear.
- If you want to talk in another language, say the language name first. For example, say “Español,” and Paige will continue in Spanish.
What if I call after business hours?
If you call when Onward’s live office is closed, Paige will still try to help you book your ride or answer your question. If she needs to send you to a live agent, you’ll be asked to leave a voicemail. A member of the Concierge team will call you back the next business day.
