By James Paden:
Generative AI is moving at lightning speed. Headlines predict sweeping change. Vendors and software companies are promising fully automated agents. Our bosses (and their bosses) are demanding an AI strategy yesterday.
But parking doesn’t need more hype. It needs discipline.
Our industry has been a quiet leader in AI for years. License plate recognition, occupancy counters, and enforcement systems already rely on intelligent technology operating at scale. Generative AI simply adds a new layer — the ability to understand intent and communicate in natural language.
That creates real opportunity at every point we interact with motorists: answering support inquiries, managing online reviews, assisting with permit sales, and improving communication during special events. But it also introduces risk.
In the moments that matter most — stuck gates, broken payment processing, surprise citations — poorly implemented automation can frustrate customers, erode trust, and expose revenue. Speed without guardrails is not innovation.
In his first IPMI article, James Paden, Chief Product Officer at Parker Technology, outlines a practical, people-first framework for cutting through the noise. Start with narrow, high-volume use cases. Define strict boundaries around what AI can access and control. Keep humans involved. Build clear escalation paths. Audit every interaction. Assign ownership. Measure results.
Using customer service inquiries as a real-world example, James demonstrates how AI can responsibly deflect routine issues, improve efficiency, and maintain oversight — without overpromising full automation. Done thoughtfully, generative AI doesn’t replace the human element in parking. It strengthens it, delivering faster responses, better experiences, and measurable business impact.
Read the full article in Parking & Mobility magazine now.
James Paden is the Chief Product Officer at Parker Technology. James can be reached at james.paden@parkertechnology.com.
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