Published October 02. 2025 03:25PM
The Pennsylvania Turnpike Commission now offers a convenient way for customers to connect with the turnpike through Miles, an AI-powered chatbot.
Customers can access Miles, the turnpike’s virtual assistant via www.paturnpike.com. Accessed through its public website, the new chat experience is available at no cost.
“Miles reflects our commitment to deploying modern, innovative customer service that keeps pace with customer expectations and goes beyond industry standards,” said turnpike CEO Mark Compton. “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.”
Launched in partnership with turnpike vendor RSM and leveraging technology innovation from Microsoft, Miles offers timely, accurate responses to frequently asked customer support questions, including tolling and E-ZPass, travel conditions and other services.
Chat services augment, rather than replace, live agent access, which remains available by calling 1-877-736-6727 or filling out a contact form at paturnpike.com.
More than 300 employees support customers who ride the system daily through customer service support. In 2024, customer service call volumes grew 17%, driven by multiple smishing scams launched by turnpike impersonators.
Miles is the latest example of the turnpike’s proactive approach to engaging customers and enhancing traveler experience. Recent efforts include:
• A new video series, “Turnpike TV,” launched in May to offer valuable information about our infrastructure projects and efforts to improve safety, access and mobility across the state.
• Expanded, convenient payment options with last fall’s addition of Google and Apple Pay.
• E-ZPass Go Paks are 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.