July 14, 2025
Joco is on a mission to decarbonize urban delivery and support gig workers through clean, cost-effective micromobility. As the first end-to-end platform enabling couriers and companies to access light electric vehicles (LEVs) for last-mile delivery, Joco removes all friction around owning, storing, charging, and maintaining bikes. Its high-tech infrastructure and strong social mission have already enabled thousands of couriers to complete millions of deliveries without any upfront investment.
As the company scales across urban centers, it remains grounded in its core mission: empowering gig workers and improving city living. “Every courier matters,” says Yaakov Lipsker, Head of Business Strategy at Joco. “They expect fast, accurate, human responses, even when we're moving at gig-speed.”
Like many fast-growing startups, Joco’s support team has had to manage rapid expansion while keeping gig workers supported, informed, and engaged. Traditional support tools such as static help centers and ticket-based systems were no longer enough. “Couriers need instant answers,” says Yaakov “When someone’s locked out of a bike or has a bike issue mid-shift, waiting isn’t an option.”
In 2025, Joco partnered with Alana to build its first AI voice and chat agent, focused on gig worker empathy, precision, and action. “We didn’t just want a chatbot, we wanted an extension of our operations team. Something that understood our platform, our fleet, and our people.” Yaakov says.
An Alana Agent is a secure, fully brand-aligned AI that can take real action on behalf of the company. Whether that’s troubleshooting a bike, checking account status, or helping a courier locate a nearby docking station or available bike, the agent is trained on Joco’s internal systems, policies, and tone of voice. It is built with trust and safety at its core.
To start, Joco deployed the Alana agent to handle a focused set of use cases such as real-time troubleshooting, lease agreement FAQs, and service usage queries. The AI’s initial performance exceeded expectations.
“What blew us away was the humanlike context,” said Yaakov. “We saw messages like ‘ride safe out there’ or the AI calmly guiding someone who was clearly stressed mid-shift. These weren’t canned responses. They were warm, helpful, and human.”
Couriers started started thanking Alana, many times even assuming they were talking to a real Joco team member. “That’s when we knew this wasn’t just automation. It was augmentation,” Yaakov explains.
Within weeks of launching their AI voice and chat agent with Alana, JOCO expanded support to couriers across the city in multiple languages. The agent was integrated with JOCO’s internal systems to provide real-time updates on vehicle availability, docking locations, and account information.
The AI agent is already handling a meaningful share of courier requests, and CSAT is steadily climbing as Alana continues to learn.
Joco’s engineering teams worked closely with Alana to ensure that the AI agent met the highest standards of trust and compliance. “We challenged the agent with edge cases, weird phrasing, even some adversarial testing, and it handled them with care.” says Yaakov
Alana’s platform is designed with built-in safeguards including audit trails, strict data access policies, and role-based permissions. These features ensure both the integrity of the AI and the privacy of Joco’s courier community.
With the AI agent reducing handle time and increasing first-contact resolution, Joco is now exploring how to expand its use of AI even further. Possibilities include proactive alerts and predictive support based on real-time delivery data.
“The gig economy moves fast. Our support has to move faster,” says Yaakov . “Alana helps us bridge that gap with warmth and reliability.”
As Joco continues to scale, its partnership with Alana is proving that the future of customer care isn’t just efficient. It’s deeply human.
“The gig economy moves fast. Our support has to move faster. Alana helps us bridge that gap with warmth and reliability.” Yaakov Lipsker
