Case Study: NJ Transit achieves accurate caller routing with Replicant

NJ Transit routes 12k calls per week with Replicant

NJ Transit implemented Replicant's conversational AI platform to improve its call routing system. The challenge was to replace a clunky interactive voice response (IVR) system and more accurately direct callers to the correct agent on the first try.

The solution from Replicant provided an intuitive AI agent that handles call routing. This implementation automated 12,000 calls per week and achieved a high level of customer satisfaction, with 68% of callers giving the service a 5 out of 5 CSAT score.

NJ Transit