The Pennsylvania Turnpike Commission recently introduced enhancements that better support visitors finding answers and support online. The improvements, delivered through Miles, the agency’s AI-powered virtual assistant, help visitors access information whenever they need it. Customers can now access information in English or Spanish throughout the chatbot experience, making it easier for Pennsylvanians and travelers to find the information they need in their preferred language.

“The recent updates to Miles reflect our commitment to continue improving our services to meet customer expectations, while allowing our customer service representatives to focus on those who want more personalized assistance,” said PA Turnpike CEO Mark Compton. “Whether someone needs help obtaining an E-ZPass transponder, understanding their invoice, checking travel conditions or finding information in Spanish, these enhancements provide faster, more convenient access to the information they need, when they need it.”

Customers will now receive more current travel information because Miles now reflects live roadway conditions and website updates, making responses more relevant and timely. Information about service plaza amenities is easier to browse and customers can quickly find emergency resources — such as 911 for life-threatening emergencies, *11 for Pennsylvania Turnpike Safety Patrol roadside assistance, or *47676 for motorists stopped in unexpected traffic backlogs. Customers can now provide immediate feedback of their chatbot experience, helping the Commission continue improving the experience over time.

Since launching in 2025, Miles has helped thousands of customers get answers immediately without searching through webpages, meeting modern customer expectations for online help. More than 44,000 conversations through the chatbot have helped reduce call center times, allowing customer service representatives to spend more time assisting those who prefer to speak with someone directly or have more complex questions.

Nearly 70% of questions are resolved within the chatbot experience, allowing many visitors to get the information they need in just a few seconds. Recent updates are expected to further support customers’ needs and expectations.

Customers continue to have options. Those who prefer speaking with someone directly can still reach a customer service representative by phone or online by calling 1-877-736-6727 or submitting an online contact form. More than 300 people support customers across the PA Turnpike system every day.