# How NJ TRANSIT uses Replicant

**12,000** calls automated weekly

As published on [replicant.com](https://replicant.com/case-studies/new-jersey-transit). Captured by usedby on 2026-10-08.

- Company: [NJ TRANSIT](https://www.usedby.ai/companies/nj-transit.md)
- Tool: [Replicant](https://www.usedby.ai/tools/replicant.md)
- Industry: [Mobility & Ride-hailing](https://www.usedby.ai/companies/industry/mobility-ride-hailing.md)
- Teams: Paratransit/Access Link, Contact center

## The use case: how NJ TRANSIT deploys Replicant

NJ TRANSIT's Access Link paratransit service uses Replicant's AI agents to handle its two highest-volume call types, checking ride status and canceling a ride, so callers get answers without waiting for a live agent. Human agents are left to handle more complex calls.

Summary written by usedby from the source page, in English. The figures are those of Replicant and NJ TRANSIT, not ours.

> Within a month of going live, calls that did not need a human were resolved instantly. Wait times dropped to zero. Usage of the new system quickly surpassed the 9 percent ceiling of their old IVR. In just a few weeks, Access Link was automating 12,000 calls per week.

- **45 percent**: “45 percent resolution rate”
- **4.3 out of 5**: “4.3 out of 5 average CSAT”
- **68 percent**: “68 percent of callers gave a 5 out of 5”
- **9 percent**: “Usage of the new system quickly surpassed the 9 percent ceiling of their old IVR.”

> With Replicant answering so many calls, supervisors actually get to supervise and coach agents, instead of helping out with the call queue themselves,” said Parker. “It's 'command' more than 'reprimand'. It's a career, not a job.
>
> Namecca Parker, Fmr. General Manager of Paratransit/Access Link

Source: [replicant.com](https://replicant.com/case-studies/new-jersey-transit), captured 2026-10-08.

## Other companies using Replicant

- [Bulwark Pest Control](https://www.usedby.ai/companies/bulwark-pest-control.md) — Confirmed
- [Century Support Services](https://www.usedby.ai/companies/century-support-services.md) — Confirmed
- [CorVel](https://www.usedby.ai/companies/corvel.md) — Confirmed
- [ECSI](https://www.usedby.ai/companies/ecsi.md) — Confirmed
- [Evive Brands](https://www.usedby.ai/companies/evive-brands.md) — Confirmed
- [Fanatics](https://www.usedby.ai/companies/fanatics.md) — Confirmed

## What usedby checked

We compared the story with its live page on 2026-10-08.

- Checked: the figure 12,000 is on the page; its label is our wording.
- Checked: the passage quoted above is copied word for word from the page, near the name of NJ TRANSIT.
- Checked: NJ TRANSIT uses Replicant. Confirmed line. Latest check across sources: 2026-10-21.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/nj-transit-replicant · How we check: https://www.usedby.ai/methodology