BackTranslink: Journey from AI Rollout to Real-World Results
Jamilla Ettema
Knowledge Manager
Translink, the Netherlands’ central public transport payment hub, built its AI capability over three disciplined years by prioritizing knowledge foundations before automation. Starting from fragmented SharePoint files, Word docs, and PDFs, the team built a structured eGain knowledge base deployed simultaneously across all channels — web, app, voice, chat, and email. When the AI chatbot launched in early 2026, it was underpinned by governed, taxonomy-driven, consistently structured content. The result: the bot resolved 80% of incoming questions and now handles 38% of all customer contact volume without human intervention.
Key ROI Numbers
80%
incoming AI Chatbot questions resolved without human involvement
38%
of all customer contacts now managed by the chatbot
40%+
Increase in agent satisfaction within first year of the KIM knowledge hub launch
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