Case Study: NJ TRANSIT achieves $1M in support cost savings and 70% improved employee experience with Aisera AI Service Desk

NJ Transit - Customer Case Study

NJ Transit, the nation's largest statewide public transportation system, faced a flood of IT tickets, high agent costs, and long Mean-Time-to-Resolution that left employees frustrated and onboarding inefficient. To address these challenges, NJ Transit partnered with Aisera and deployed Aisera’s AI Service Desk (integrated with Microsoft Teams and existing systems) to provide scalable, easy-to-use self-service across channels.

Aisera implemented its conversational AI (branded internally at NJ Transit as “Travis”) to automate common IT tasks—password resets, access requests, onboarding, VPN help—and to create and resolve tickets via integration with BMC Footprints and SharePoint. The Aisera solution delivered measurable impact: a 66% auto-resolution rate / drop in IT support requests, MTTR reduced to under one minute, a 60% gain in agent productivity, a 70% increase in employee satisfaction, and roughly $1 million in reduced support costs.

NJ Transit

Bilal Khan

Chief Technology and Security Officer