When Transurban realized their existing chatbot solution couldn’t keep up with evolving demands, they knew they needed a fresh approach. Their goal was clear: move towards a conversational AI solution that could seamlessly integrate across their web and mobile platforms, while tapping into their internal knowledge base to provide real-time, accurate responses. With an ambitious target to automate over 50% of FAQs, they set out on a process, confident they’d find the right partner to help them navigate the road ahead.
We proposed a solution that was both cost-effective and scalable. But what ultimately earned us the green light to move forward wasn’t just our pricing or technical capabilities – it was trust in our people, technology, and solutions.
This trust had been built over eight years of successful partnership that included the design, build, and run of a complex PCI-compliant solution on time and on budget: an Amazon contact center as a service (CCaaS) solution for 165 advisors, integrated with a secure payments IVR.
To meet Transurban’s immediate chatbot solution needs, we deployed a conversational natural language processing (NLP) solution using Amazon Lex and Amazon Bedrock, integrating it with their existing knowledge base to deliver dynamic, context-driven responses. We also worked with Transurban to support the creation of asynchronous messaging within the mobile app, leveraging the NLP solution, ensuring a smooth experience for users on the go. As a result, customers can now easily access support on a broader range of topics using natural language, addressing the limitations of Transurban’s previous solution. Transurban has been able to achieve an impressive 60%+ containment rate, reducing live chat transactions and lowering operational costs for webchat.
The road doesn’t end there. As a valued technology partner, Concentrix is helping to lead Transurban forward with new opportunities for further optimization and greater functionality. Here’s what’s next:
Together, we’re taking Transurban’s customer experience to new heights, paving the way for greater functionality and seamless interactions at every turn.
“The generative AI-chatbot will significantly improve Transurban’s customer service capabilities by solely handling over 60% of all inquiries on the Linkt app and website, reducing the need of human-assisted chat interactions by 20%, even with increased chat volume. With 97% of customer interactions already occurring through digital channels, this enhancement significantly improves service accessibility and efficiency.”
35% reduction in live chats
+60% containment achieved
20% reduction in the need of human-assisted chat interactions
