While it’s the big splashy stories, like New York City’s controversial congestion pricing program, that grab headlines, a less flashy narrative has captured the attention of transportation and tolling authorities.
It’s the millions of daily customer interactions that matter most because these experiences collectively shape the overall perception of — and trust in — the agency. And the hidden gem? Artificial intelligence.
By prioritizing a positive experience across all touchpoints and leveraging AI, agencies can build trust, improve customer retention, and ultimately drive long-term success. This holistic approach to customer experience is crucial in an industry where convenience, efficiency, and reliability are paramount.
A panel of experts explored some of the most compelling AI deployments during a recent LinkedIn Live webinar, “Bold moves in AI and innovation for tolling,” hosted by Tarsha Leherr, vice president of TTEC Transportation and Tolling.
AI applications in tolling are as endless as that backup leading to the Queens Midtown Tunnel, but here are just two proven, easy-to-grasp deployments highlighted by the panel. One solution helps contact center support associates deliver stellar service and another offloads a communications challenge to AI so human associates can focus instead on more complex customer interactions.
AI the teacher, coach, mentor
AI-enhanced training bots engage new hires — and tenured associates in need of a refresh — in simulated role-playing exercises where they can practice their skills in a safe space before advancing to live customer calls. AI-driven interactions feel real because the two-way dialogue plays out in real time. If trainees engaged in a conversation powered by TTEC RealSkill, for example, need to refine their skills, the bot provides immediate feedback, coaching, and customized recommendations for improvement.
“RealSkill offers a simulated learning experience that accelerates speed to proficiency, improves performance, and increases engagement, said Leherr. “This AI learning solution creates an individualized learning experience unique to each associate’s profile. It’s unique to whatever we program it to be.”
AI can play a role in another common challenge tolling agencies face: Increased demand for bilingual support.
AI the friendly, familiar voice
Leherr said multilingual support can double the average handle time (AHT) of a customer call because it usually involves transfer to special interpreter teams. Rather than invest in costly, dedicated language lines manned by live translators, AI can perform real-time language translation in a secure environment.
For example, ADDI is a real-time translation engine capable of supporting more than 30 languages and regional dialects. The AI-enhanced solution works across all channels — voice, chat, email, and messaging — and is powered by the best AI models in the market.
Trust, and lack of it, takes a toll
LinkedIn Live panelist Jasmayne Dillard, director, client services, TTEC Tolling Solutions, helped support the Metropolitan Transportation Authority (MTA) for New York’s congestion pricing project.
“That was a historic milestone, in the news everywhere. It represents modernization at a massive scale: Policy changes, technology infrastructure, customer education, and operations all moving forward at once. But modernization isn’t always about the headline-making initiatives,” she said.
“Sometimes it’s about the smaller everyday customer experiences that we expect to feel seamless but in practice, they can be much more challenging.” Dillard called out the proliferation of unpaid tolls phishing scams and the distrust it creates among motorists.
She said the question is not whether the technology is ready but rather: Are customers ready? Do customers trust AI and will they be comfortable engaging with an AI voice via interactive voice response (IVR) systems and live chat, for example.
“The opportunity,” Dillard said, “is to guide adoption by making these changes transparent by educating our customers, and by showing that AI and new digital channels are not replacing service. They are enhancing it.”
Explore the full LinkedIn Live webinar, with insights from more tolling experts. Click here for the on-demand event.
