Case Study: NJ Transit achieves faster paratransit service with Replicant

New Jersey Transit Brings Rapid Service to Paratransit Riders With Replicant

NJ Transit, the nation’s largest statewide public transit provider by area, needed a better way to support Access Link paratransit riders. Their dated IVR, staffing constraints, and unpredictable call volumes were hurting CSAT, increasing hold times, and making it difficult to serve customers who need accessible and multilingual support. NJ Transit turned to Replicant’s conversational AI platform to complement its existing contact center without overhauling its phone system.

Replicant implemented a Thinking Machine to fully automate high-volume Ride Status and Ride Cancellation calls, helping NJ Transit reduce agent workload and improve customer access to self-service. Within the first month, wait times for automated calls dropped to 0 minutes, automation usage rose well above the previous 9% IVR rate, and the agency reported stronger efficiency and lower hiring costs. Replicant also helped NJ Transit achieve a 4.3/5 CSAT score, with 68% of callers giving 5/5 ratings and about 12,000 calls automated per week.

NJ Transit

Namecca Parker

General Manager, Access Link