Meet ‘Miles,’ the PA Turnpike’s new, AI-powered chatbot

MIDDLETOWN, Pa. — The Pennsylvania Turnpike Commission on Monday introduced Miles, a new AI-powered virtual assistant available on its website. 

The free chatbot offers quick, accurate answers to frequently asked customer support questions about tolls, E-Z Pass, travel conditions and other services.

“Miles reflects our commitment to deploying modern, innovative customer service that keeps pace with customer expectations and goes beyond industry standards,” PA Turnpike CEO Mark Compton said in a press release. “We know that customers want convenient and flexible options when it comes to customer service, and this new service provides just that – working around the clock to support common questions without delays.”  

Chat services augment — rather than replace — live agent access, which remains available by calling 1-877-736-6727 or filling out a contact form on the PA Turnpike website, Turnpike officials said. 

More than 300 individuals support customers who use the Turnpike daily through customer service support, according to Turnpike officials. In 2024, customer service call volumes grew 17%, due in part to multiple smishing scams launched by PA Turnpike impersonators, officials said.

According to Turnpike officials, Miles is the latest example of the Pennsylvania Turnpike’s proactive approach to engaging customers and enhancing traveler experience. 

A new video series, “Turnpike TV,” launched in May to offer valuable information about Turnpike infrastructure projects and efforts to improve safety, access and mobility across the Commonwealth.Expanded, convenient payment options with last fall’s addition of Google and Apple Pay. E-ZPass Go Pak available at approximately 730 retail locations. Partnering with KUBRA, a nationwide network of more than 85,000 retail locations, to accept cash payment for Toll By Plate invoices or add E-ZPass account funds. This option helps customers who prefer to pay with cash. The PA Toll Pay mobile app, helping easily manage E-ZPass and Toll By Plate accounts on the go. Available in the Apple Store and on Google Play, the app, which hit 2 million downloads in May, also provides a variety of other services – including ordering a new transponder or mounting strips, updating your account or adding rental vehicles.Active social media platforms that communicate with customers and share real-time updates about road conditions, construction projects, and safety tips. Free roadside assistance through the Pennsylvania Turnpike Safety Patrol, sponsored by GEICO. Dial *11 via mobile phone to get support or report an incident.

While the chatbot is currently available in English only, it will eventually include other languages, officials said. 

To connect with Miles or learn more about the PA Turnpike, visit paturnpike.com.