Hosted by IBTTA’s AI Strike Team, a subcommittee of the IBTTA Emerging Technologies Committee, this timely brought together public and private sector leaders to explore how artificial intelligence is reshaping the tolling industry—with a special focus on customer service and unified back office transformation.
Moderated by Usha Madhogarhia, Senior Technology & Innovation Specialist at the Pennsylvania Turnpike Commission (PTC), and Lori Karalius, Director of Business Development at CAI, the session featured expert insights from:
- Bob Taylor, Chief Technology and Growth Officer, Pennsylvania Turnpike Commission
- Bhaskar Suryakumar, Senior Manager of Customer & Business Solutions, Pennsylvania Turnpike Commission
- Ken Dodson, Director of Tolling Technology, CAI
Together, they examined how AI is enabling toll operators to deliver faster, smarter, and more personalized experiences for customers—while improving operational efficiency across the board.
Bob Taylor opened with a big-picture view of Pennsylvania’s AI ecosystem, spotlighting major infrastructure investments, including an 864-strand fiber network and statewide data center connectivity. He shared how PTC is transitioning from a spreadsheet-driven organization to a “cognitive-based” one—where data can be queried directly using AI to drive real-time decision-making.
Suryakumar and Dodson expanded on this foundation by offering a deep dive into the AI-powered unified back office system currently under development. From predictive analytics to automation, the system is designed to simplify back-end processes, reduce friction for customers, and equip employees with the digital tools they need to succeed.
Importantly, speakers also addressed the need for ethical, responsible AI use. Citing Governor Shapiro’s 2023 executive order on AI governance, Taylor emphasized that AI should enhance—not replace—human creativity and lived experience. The PTC has since developed its own AI use policy, ensuring transparency, safety, and strategic alignment.
The key takeaway? AI isn’t just a future vision—it’s happening now. And for tolling agencies, it's a powerful tool to better serve customers and modernize systems.
Watch the full webinar to see how AI is driving the next era of customer experience in tolling.