Case Study: NJ TRANSIT improves paratransit speed and care with Replicant AI

NJ TRANSIT automates 12,000 weekly calls with Replicant

NJ Transit, New Jersey's public transportation corporation, faced a challenge with long hold times in its Access Link paratransit contact center. High call volume led to dropped CSAT scores and difficulty in staffing specialized agents. They partnered with Replicant to implement its AI agents to automate calls without a full system overhaul.

Replicant's solution handled high-volume call types like checking ride status and canceling rides. This resulted in 12,000 calls automated weekly with a 45% resolution rate and zero wait times for AI-resolved calls. The implementation freed up human agents for complex issues, improved operational efficiency, and increased employee satisfaction.

NJ Transit