By Shon De Vroede, Client Services Director, Taranto
For motorists, receiving a Penalty Charge Notice (PCN) is frustrating enough! Navigating the dispute resolution process shouldn’t add to that frustration. Long response times, lack of clarity, and inconsistent decision-making often make appealing a PCN a difficult and frustrating experience. Too often, drivers feel forced to pay rather than challenge a fine – simply because the process is too complex. This gives them high dissatisfaction levels and feelings of annoyance and lack of trust in the parking system.
A Personal Story: Why the Current System Fails
A few months ago, my Gen Z daughter received a PCN. She was certain it had been issued incorrectly, but when she tried to understand her rights and the appeal process, she hit a wall.
She tried everything – the local authority’s website, government pages, tribunal resources, even public forums. Yet, the information was buried in legal terminology and difficult to apply to her situation.
There was no option to speak to anyone. The only routes available? Make an informal appeal or pay the fine. She felt trapped in a draconian, impersonal process, with no way to ask questions or understand how local rules applied to her case.
After weeks of frustration, she finally gave in and paid the fine, not because she agreed with it, but because she felt forced into the decision. And this example, although personal, is not an isolated example. Many people encounter similar experiences when receiving PCNs.
This experience got me thinking, why isn’t there an easier way?
The Case for AI in Dispute Resolution
Dispute resolution is often a bottleneck. The volume of challenges related to parking enforcement is significant, and customers expect fast, clear answers. But many enforcement teams struggle to keep up with inquiries, leading to delays, unnecessary escalations, and a poor customer experience.
By leveraging AI, local authorities and enforcement teams can implement proactive customer service strategies that enhance efficiency, reduce call centre loads, and improve public perception.
The key to success? Harnessing AI-powered customer service technologies, including:
Chatbots and AI Assistants – More Than Just FAQs
Function: Provide real-time guidance, helping users find relevant information and navigate next steps.
Benefit: Reduces call centre volume and delivers faster, more personalised responses to common queries.
Example: Instead of searching through legal-heavy documents, a chatbot could have helped my daughter:
- Understand what the contravention meant in simple language
- Find relevant local authority rules that applied to her case
- Check eligibility for an appeal, asking guided questions to determine if she had a strong case
- Craft a well-structured appeal letter based on her circumstances
24/7 Availability: Unlike traditional processes, which often require waiting for office hours or lengthy response times, an AI chatbot is available anytime, ensuring motorists don’t miss deadlines or feel forced into paying unnecessarily.
Using AI Responsibly: Of course, it’s vital to ensure that chatbots come from trusted sources – ideally those connected to local authority databases – so that motorists receive accurate, up-to-date information tailored to their specific case. Integration with existing systems and resources is key to making AI work.
Automated Decision Support – Data-Driven, Fairer Outcomes
Function: Uses past case data to recommend potential resolutions.
Benefit: Ensures consistent, data-driven outcomes while allowing human officers to focus on complex cases.
Example: If a motorist is unsure whether their case is likely to succeed, an AI system can analyse historical appeal outcomes, identify patterns, and suggest the most appropriate resolution – ensuring fairness and transparency.
The Impact: Faster, Fairer, and More Efficient Resolution
Implementing AI-powered customer service isn’t just about automation – it’s about delivering real, measurable benefits to both the public and enforcement teams.
- Faster Dispute Resolution: Motorists receive immediate, accurate feedback rather than waiting for manual intervention.
- Improved Customer Satisfaction: Providing clear, accessible answers reduces frustration and enhances public perception.
- Resource Optimisation: By automating repetitive tasks, AI frees up staff to handle unique or high-priority cases, improving efficiency.
The Future of AI in Customer Service
AI isn’t here to replace human expertise – it’s here to enhance it. By managing routine queries and offering intelligent recommendations, AI allows customer service teams to focus on what matters most: fairness, efficiency, and better engagement.
In the case of my daughter, a simple AI chatbot could have prevented three weeks of frustration and led to a fairer, clearer outcome.
The question isn’t whether AI should be part of customer service strategies – it’s how quickly can organisations adopt it to stay ahead?
What’s your take? How is your organisation leveraging AI for dispute resolution? Let’s discuss.
About the author
Shon de Vroede is Client Director of Taranto Systems.
Shon leads Taranto’s client services practice, fostering co-operative relationships and active engagement with Taranto’s extensive portfolio of public and private sector clients. With a deep-rooted background in the parking industry, Shon combines his technical expertise with a keen understanding of customer perspectives and empathy, enabling Taranto to deliver exceptional client services.
