Through contact center automation, NJ TRANSIT automates over 12,000 calls per week for their ADA paratransit program, Access Link.
Replicant was deployed to automate call routing, authentication, account management, and appointment scheduling.
12k
4.3/5
68%
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.
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.
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.
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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