New Delhi: Delhi Metro Rail Corporation is using Artificial Intelligence to enhance its operational efficiency, passenger safety, security and overall service quality. Details of these AI-driven initiatives are on display at the AI Impact Summit at Bharat Mandapam. The major use of AI is DMRC’s Ask Chenta, which helps commuters plan their journeys. “DMRC CHETNA (Chatbot for Efficient Travel & Navigation Assistance) is built on a BharatGPT-powered Agentic AI stack with a Sovereign AI architecture, enabling secure, India-hosted intelligence for metro passenger services. The solution provides interactive journey planning, fare information, real-time service updates, and ticket booking options across web and mobile platforms,” said Anuj Dayal, principal executive director, corporate communications, DMRC.As part of its digital modernisation, DMRC introduced a complaint management system to enhance passenger grievance redressal. “The Phase I focuses on AI-enabled automation of written complaints, reducing average handling time and improving workflow transparency. In Phase II, it will deploy an AI-powered voice bot on Helpline 155370 for real-time intent recognition and automated complaint registration,” said Dayal. DMRC also introduced an AI-based predictive maintenance system for track circuits on its Green and Violet lines to reduce train delays and on-track maintenance interventions. Delhi Metro will prioritise frisking and ticketing during the CBSE board exams. With lakhs of students commuting across the city, DMRC in partnership with CISF is implementing special facilitation measures at metro stations to accommodate the increased footfall on examination days. “Students carrying their CBSE admit cards will be given priority during security checks at metro stations,” said Dayal.
