Case Study: Transurban achieves over 60% inquiry containment with Concentrix Catalyst conversational AI

Transurban boosts chatbot containment to 60% with Concentrix Catalyst

Transurban, a toll road operator, faced challenges with its outdated chatbot that could not meet evolving customer support demands. Their goal was to automate over 50% of FAQs while maintaining service quality and consistency across web and mobile channels. They partnered with Concentrix Catalyst to implement a scalable conversational AI solution.

Concentrix Catalyst deployed a natural language processing system using Amazon Lex and Amazon Bedrock, integrated with Transurban's knowledge base. This solution was embedded into customer workflows and extended support to the mobile app. The implementation resulted in a 35% reduction in live chats, over 60% containment, and a 20% reduction in human-assisted interactions, significantly improving efficiency and customer experience for Transurban.

Transurban