MARA, or Modivcare Automated Reservation Assistant, is a virtual agent who can help members in many ways with no wait time, including:

  • Scheduling a new ride
  • Cancelling or making changes to a ride
  • Confirming ride details
  • Notifying when the driver will arrive

Members can speak to the MARA tool in English or Spanish or use the phone’s keypad to interact.

Features of MARA

Modivcare enhances the MARA tool by periodically upgrading its technology. Members can now choose how to communicate by utilizing a variety of options:

  • Flashbook
    The Flashbook feature enables callers to make reservations via text messages. When a member chooses the “New Reservation” option in MARA, they receive an invitation to use Flashbook. Upon accepting, Modivcare will send the member a text message with a link. Clicking the link opens a web browser on the member’s phone, allowing them to schedule a reservation.
     
  • Chat Bots
    The Chat Bots feature allows members to interact with MARA via chat to help with scheduling rides and trips. Members can access Chat Bots on a smart phone, computer, or tablet.
     
  • Speaker ID
    The Speaker ID feature lets MARA confirm who the member is just by the sound of their voice. When the Speaker ID option is selected, MARA will guide the member through a one-time registration. Next time a member calls, MARA can then quickly identify the member.
     
  • Text Messaging
    The Text Messaging feature allows members to text MARA an address and allows MARA to confirm who the member is when calling.

Video Resources

MARA is continuously learning how to interact with customers. Watch these videos for helpful tips on how to improve your experience.

Video

Meet Mara

What MARA can do

MARA can book new reservations and Mileage Reimbursement Trips

You can say:

  • "I want to book a reservation"

  • "I need to schedule a ride"

  • "Can I book a reservation?"

  • “Setup Mileage Reimbursement”

 

 

MARA can confirm a reservation and provide the details, including the status of the trip

 

You can say:

  • "Can I confirm my reservation?"

  • "I need to confirm that my ride was cancelled"

  • "I want to review my reservation"

 

 

MARA can cancel scheduled appointments

 

You can say: 

  • "I need to cancel an appointment"

  • "I want to cancel a ride" 

  • "I want to cancel a reservation" 

 

 

MARA can help with ride assistance needs in real time

For example, if you need to find out when your driver will arrive, you can say things like:

  • "Where is my driver?"

  • "When will I get picked up?" 

  • "How long until my driver arrives?" 

 

 

MARA can make changes to an upcoming trip 

 

You can say: 

  • "Change my reservation"

  • "I need to change my appointment time" 

  • "Update my pickup address" 

 

MARA can tell your driver when you are ready to go home.

 

You can say: 

  • "I'm ready to go home"

  • "Activate my will-call" 

  • "I need to get picked up now" 

 

If you are calling for one of these reasons, MARA will collect some basic information to confirm who you are. Then you will be transferred to a live agent for help.

 

  • "I want to make a complaint"

  • "My driver is late"

Best practices when interacting with MARA:

  • MARA can perform actions for more than one person on a single call. For example, you can schedule a ride for more than one member on the same call. Simply say, "schedule a ride for someone else", or cancel a ride for someone else."
  • Repeat reservation again immediately. After submitting a trip, MARA will ask if you'd like to repeat the same trip for another date.
  • It is best to let MARA finish talking before you speak back. MARA will let you know how to respond.
  • First MARA will ask you the reason for your call. Then, she will work on identifying who you are. Please have your phone number, date of birth, and zip code ready. MARA may also ask for your member ID number. You can find your ID number on your health insurance card.
  • If MARA cannot help with what you need, your call will go to a live person. Any information MARA had collected when speaking to the member will be passed on to the live agent.
  • MARA can help in English or Spanish. If you speak another language, you will be sent to a live person. 

Meet MARA

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