Consumer Services

New Jersey Transit Brings Rapid Service to Paratransit Riders

Through contact center automation, NJ TRANSIT automates over 12,000 calls per week for their ADA paratransit program, Access Link.

PDF of the Full Case Study

Partnering to drive results

Replicant was deployed to automate call routing, authentication, account management, and appointment scheduling.

12k

Calls Automated Per Week
4.3/5

CSAT Score
68%

Callers with 5/5 CSAT

Company Details

Industry:

Transportation
Size:

175M+ Annual Ridership

Use Cases:

- Check Ride Status
- Cancel Ride

The challenge

Declining CSAT Due to Agent Shortages & Dated IVR

While their service levels were on par with other state agencies, they were comparatively lower than those of traditional contact centers. Their CSAT scores declined due to a dated IVR and agent staffing challenges. NJ Transit needed a solution that was intuitive, easy to implement, and could accommodate customers with disabilities and non-English speakers. Additionally they needed a way to lower agent costs, reduce hold times, and navigate unpredictable call volumes.

Solutions and results

Zero Wait Times & Increase Use of Automation

Eliminate Hold Times

Replicant designed a Thinking Machine to first fully automate Ride Status and Ride Cancellation calls, two of their highest volume requests. By doing so, NJ TRANSIT could provide a way for customers to manage their rides without waiting on hold.

Ridership Adoption of Automation

Compared to their previous IVR, which struggled to achieve higher than a 9% usage rate, customers began opting to use the Thinking Machine at well over a double-digit clip in less than a month. The increased usage rates immediately translated to higher agent efficiency, increased service capacity and reduced hiring costs.

Unlocking Caller Analytics

Their previous IVR’s data was locked in a black box, Replicant’s advanced analytics are enabling NJ TRANSIT to scale automation to new use cases and lead the way in paratransit innovation.

With Replicant answering so many calls, supervisors actually get to supervise and coach agents, instead of helping out with the call queue themselves. It’s ‘command’ more than ‘reprimand’. It’s a career, not a job.

Namecca Parker
General Manager at NJ Transit

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