Technical Webinar

Customer Experience Technologies

Thursday, September 23, 1 PM to 2:30 PM EST

Thank you to our moderator and our speakers!

Customer service operations, including both call centers and walk-in customer service centers, are central to many agencies’ electronic toll collection programs. In recent years, innovations in both technology and business practices have led to greater automation and efficiency in these functions across a wide range of industries. The toll industry, however, has been slow to adopt these advancements to leverage better customer experience tools and reduce its operations costs. Today in the 21^st century, customer-centric toll agencies are focusing on creating a stellar customer experience and focusing on leveraging innovative technology such as artificial intelligence, virtual agents, advanced analytics, customer communication management, and omnichannel communication to enhance service delivery and reduce costs. The presentation slides from the webinar are posted below. No additional information is available at this time.

Below are the presentations from the September 23rd Webinar. Special thanks to our moderator and panel. Brian Kelley, Amanda Brown, Scott Cole, Thomas Nisbet, and John Slaney

Customer Experience Slides

Analytics and Artificial Intelligence

Ohio Turnpike and Infrastructure Commission