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The move marks the second time in two years that the states have decided to use toll revenue to help boost lagging customer service.
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The move comes as call wait times have ballooned to an average of 30 minutes. The goal is to have 80% of calls answered in less than one minute.
Drivers who don’t have a RiverLink transponder account aren’t expected to get invoices in the mail until August.
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Kentucky and Indiana officials long have wanted to bring a call center for the Ohio River toll bridge system to the Louisville area.
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The move completes an overhaul of RiverLink operations the states announced in 2020 when officials decided to split a main contract into two.
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The move marks the first time since tolling began in late 2016 that the states have shaken up toll collection on the RiverLink toll system.
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Texas-based Electronic Transaction Consultants LLC would take over the toll system’s billing, customer service and collections by the end of 2023.
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Electronic Transaction Consultants, known as ETC, also would establish a local call center to handle drivers' questions about toll bills.
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Traffic declines during the coronavirus pandemic led to lower-than-expected toll revenue for Kentucky and Indiana.
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The move approved Tuesday by the Kentucky-Indiana Joint Board addresses aspects of the toll network that have been under scrutiny for years.