Every month, Transurban handles 5.5 million customer interactions across its Linkt brand — and is reimagining every one of them. Built on Amazon Connect, Transurban's AI-powered customer service platform has evolved from simple chatbots to multi-turn conversational AI and personalised experiences that are already lifting bot containment and freeing agents for higher-value work. Join this session to hear how Transurban is aligning people, process, and AI to transform customer service, what's coming next with Amazon Connect Cases and Email, and the hard-won lessons from scaling AI in a complex enterprise.
What this session is about
Playbook
Editorial commentary · what to actually do about this on Monday
The concept
5.5M monthly customer interactions through Linkt. Multi-turn conversational AI on Amazon Connect. Bot containment up; agents freed for higher-value work.
Why it matters
At Transurban scale, even single-percent containment improvements compound to material savings.
The hard parts
Toll-related conversations are emotional (disputed charges, fines). Botched bots make things measurably worse — CSAT can fall while containment rises.
Playbook moves
(1) Tier conversations by emotion. Route emotional ones to humans early. (2) Bots handle transactional flows. (3) Track CSAT *per channel*, not aggregate.
The surprise
The metric to watch isn't bot containment — it's CSAT *per channel*. Containment can rise while CSAT falls; they're not the same goal. Most teams optimise the easier metric and damage the harder one.
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Independent editorial perspective — not an official AWS or speaker statement. Designed for executives evaluating what to brief their teams on next.
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