ViaPlus AI transforms customer service in tolling
As tolling systems become increasingly digital, customer service is playing a growing role in the driver experience. Every day, millions of drivers interact with tolling operators to pay a toll, recharge an account, update vehicle information, understand an invoice or resolve a billing issue. Handling these requests quickly and efficiently is becoming essential for operators as electronic and free-flow tolling continue to expand.
To address this challenge, ViaPlus, VINCI Highways' tolling technology and customer services subsidiary, is enhancing its customer service operations with new artificial intelligence capabilities designed to improve the customer experience while helping tolling agencies manage growing volumes of enquiries more efficiently.
Customers calling a tolling customer service centre can now interact directly with an AI-powered voice assistant that understands natural language, answers routine enquiries, performs a range of account-related tasks and, whenever needed, seamlessly transfers the call to a human representative.
Combining conversational and agentic AI, the solution enables customers to speak naturally, without navigating complex menus or using specific commands. The AI understands requests expressed in everyday language and responds accordingly, delivering faster resolutions while remaining available around the clock.
Unlike traditional voicebots or chatbots that simply answer questions, the solution leverages agentic AI to securely execute predefined actions on a customer's behalf. This includes providing account information, processing payments, resolving unpaid tolls, and supporting account management activities. By automating routine transactions, customers receive immediate assistance without waiting for a live representative, while more complex or sensitive inquiries are seamlessly escalated to a customer service agent for personalized support.
Artificial intelligence also supports customer service representatives behind the scenes. During interactions, AI-powered tools can instantly retrieve relevant account information, suggest accurate responses and provide contextual assistance in real time, enabling agents to focus on situations that require investigation, judgement or personalised support. Once an interaction is complete, AI can automatically analyse the conversation, helping identify quality improvements, recurring customer issues and opportunities to further enhance service.
By automating routine interactions and predefined tasks, ViaPlus' solution enables tolling agencies to scale customer service operations, absorb growing demand and make more efficient use of resources without compromising service quality. For drivers, this translates into faster and more consistent support across every interaction.
As more highways adopt electronic and barrier-free tolling, customer service is becoming a strategic component of mobility services. Combining the speed, scalability and availability of artificial intelligence with the expertise and judgement of human teams, ViaPlus is helping tolling operators deliver smarter customer support while improving the experience of the millions of drivers who use toll roads every day.
