How to Overcome 3 Tolling Industry Challenges with CX

Using RCS Messaging, to register and verify senders will help reduce fraud. RCS Messages helps safeguard against SMS fraud by allowing recipients to save and verify the legitimate agency’s contact information, making it less likely that they’ll fall prey to smishing attacks. This method has the added benefit of personalizing communications, giving customers a sense of security when receiving messages related to toll charges and improving the overall customer experience (CX).

Challenge #2: How to leverage data for better CX

Problem: Endless information, little application

Global data storage is projected to top 200 zettabytes in 2025 , and the tolling industry contributes plenty to the astronomical sum. An estimated 205 million vehicles travel the New Jersey Turnpike each year. Another 39 million cross the Golden Gate Bridge in California. Factor in the toll roads that fall between the two coasts, and it’s plain to see that agencies have limitless driver data to analyze.

While the information they collect presents a wealth of opportunities for process improvements— leading to greater revenue collection —it also poses a challenge: How can tolling agencies use all that data to improve CX?

Solution: Analyze key touchpoints with AI

There’s an overwhelming volume of information for tolling agencies to harness. They can start by analyzing the data that reflects customers’ touchpoints —for instance, on the website, advised Alexander Fakeri of MOJO Web Solutions. “How are we going to use AI to dynamically change the website experience based upon the user’s behavior?” he challenged.

Applying AI to pull insights from website visitors’ source, scrolling speed and page views is a practical way for tolling agencies to make sense of the abundance of data available to them. Examining user behavior sets the stage for a stronger understanding of customers and, ultimately, better CX.

Challenge #3: Building trust with postpaid drivers

Problem: Non-account holders need an easy way to make payments

There’s a disconnect between agencies and postpaid drivers that too often leads to avoidable toll violations and uncollected revenue. Unreadable license plates, wrong billing information and confusing statements all add up to major losses. U.S. toll authorities lose out on at least $2.24 billion annually due to breakdowns in the collection process , and a sub-par customer experience.

Adding fuel to the fire, it’s difficult for agencies to build trust with drivers that don’t have a one-to-one relationship with them, making it even harder to stop revenue leakage.

Solution: Set expectations with proactive communication

Tolling agencies can bridge the gap with non-account holders by using AI to create a customer experience that applies to any driver on the road.

One potential application of the technology: Send personalized notifications to car systems ahead of tolls. Proactively informing drivers—by name—of the rate they will be charged and instantly confirming payment upon receipt could help agencies manage expectations and build customer trust.

“If I’m driving on a roadway, I want that agency to know I’m approaching the toll,” said Pat. “I want them to know me.”

What’s Next for Tolling?

AI is only one piece of the puzzle in the future of tolling. Check out Pat Wicketts’ full interview with the Toll Talk Podcast , where he discussed ways to act on more top trends in the tolling and transportation industry, including:

• Tools to encourage payment from toll violators

• The importance of focusing on the customer journey

• Simple strategies to protect customers from scams

• Balancing data usage and regulations

• The future of customer communications for tolling

For all these insights and more, watch the podcast on-demand now .