During these challenging times, NJ Transit provides essential transportation to hospital workers, first responders, and others on the front lines. We partnered with Aisera’s AI Service Desk and Microsoft’s MS Teams in providing self-service to users, employees, and service agents to improve NJT operations, productivity, and user engagement.
Bilal Khan
Chief Technology and Security Officer
Solution
Employee Experience
Conversational AI & Automation
Use Case
IT Self-Service
Trevor Bot
Proven Results
70%
Auto-Resolution Rate
70%
Increased Employee Satisfaction
60%
Improved Agent Productivity
<1 Min
Average Resolution Time
Achieving Great Customer Satisfaction
NJ Transit faced operational inefficiencies that made it difficult for employees to quickly answer the most routine and common IT service desk questions. The nation’s largest statewide public transportation company conducted ticketing on BMC Footprints for a ticket volume of over 5,000 per month, handled by 50 support agents. They used Microsoft Sharepoint for knowledge, while the channels used were MS Teams, webchat, and email.
The benefits of Aisera’s AI Service Desk were quickly apparent after deploying NJ Transit’s Conversational Virtual Assistant internally known as “Travis.” Employees were able to autonomously resolve IT issues across multiple channels, including MS Teams. NJ Transit saw an immediate drop of over 70 percent of IT support requests and manual tasks, which led to a 60 percent gain in agent productivity. Since Aisera seamlessly integrated into their existing systems, NJ Transit improved user experience on Day 1 and elevated employee satisfaction (ESAT) by 70 percent.
