Perry Ellis · Yotpo
1.4% — conversion rate
Independently reportedRetail & e-commerce · Customer support · NLP · Scaled
Customer support
NJ TRANSIT · Replicant
Vendor-reportedLogistics & transportUnited StatesScaledPublic sectorNLP
Vendor-reported. The customer is named and the numbers are quoted from the source page, but the account comes from the vendor. No independent confirmation.
Reported by replicant.com (vendor self-report). Checked against the source page on 2026-09-06. 5 of 5 figures below appear on that page word for word.
The problem
Contact center struggled to keep up with growing call volume, leading to increased hold times, dropped CSAT scores, and difficulty staffing agents.
What was deployed
- Vendor
- Replicant
- Products
- Replicant's AI agents
- Technique
- NLP
- Build or buy
- Bought off the shelf
- Deployment
- SaaS
- Scale
- 12,000 calls automated weekly
What changed
Each row is quoted from the source. Figures we could not find on the page in those words are marked — they are kept, not deleted, so you can judge them.
12,000calls automatedweekly
“12,000 calls automated weekly”
Quoted word for word from the source
45resolution rate
“45 percent resolution rate”
Quoted word for word from the source
0wait times for AI-resolved calls
“0-minute wait times for AI-resolved calls”
Quoted word for word from the source
4.3 out of 5average CSAT
“4.3 out of 5 average CSAT”
Quoted word for word from the source
68callers giving 5 out of 5 CSAT
“68 percent of callers gave a 5 out of 5”
Quoted word for word from the source
surpassed 9 percent ceilingsystem usage compared to old IVRfrom 9 percent ceiling of their old IVR
“Usage of the new system quickly surpassed the 9 percent ceiling of their old IVR.”
Quoted word for word from the source
ROI as stated: the return is astronomical
“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.”
Difficulties and limits
- Growing call volume outpacing contact center capacity, causing increased hold times and dropped CSAT scores
- Long training cycles made staffing paratransit agents increasingly difficult
- Needed to serve multilingual and accessibility needs without a full contact-center system overhaul
- As a state agency, budget/justification to replace the entire phone system was difficult
Sources
- replicant.com — vendor self-report
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