New Jersey Transit Brings Rapid Service to Paratransit Riders
Partnering to drive results
12kCalls Automated Per Week
68%Callers with 5/5 CSAT
Size:175M+ Annual Ridership
- Check Ride Status
- Cancel Ride
Declining CSAT Due to Agent Shoratages & Dated IVR
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.