The Delhi Metro Rail Corporation (DMRC) is leveraging Artificial Intelligence (AI) to improve operational efficiency, passenger safety, security and service quality across its network. The corporation is showcasing its AI-driven initiatives at the ongoing AI Impact Summit at Bharat Mandapam. Union Minister for Housing and Urban Affairs and Power, Manohar Lal Khattar, visited DMRC’s stall at the summit and appreciated the organisation’s efforts towards adopting advanced technologies in urban transport.
Among the key initiatives is “Ask CHETNA” (Chatbot for Efficient Travel and Navigation Assistance), a conversational AI platform built on a BharatGPT-powered agentic AI stack with sovereign architecture. The chatbot offers secure, India-hosted services including journey planning, fare information, real-time updates and ticket booking through web and mobile platforms. DMRC is also modernising its Complaint Management System by integrating AI for faster grievance redressal. In the first phase, written complaints are being automated to reduce handling time and improve transparency. In the next phase, an AI-powered voice bot will be deployed on helpline 155370 for real-time complaint registration with provision for human escalation in complex cases.
Additionally, DMRC has introduced AI-based monitoring systems for the health of its Overhead Equipment (OHE) network. The Pantograph Collision Detection System (PCDS), deployed on Red, Yellow and Blue Lines, uses sensors installed on train pantographs to detect wire alignment issues and hard points. AI-based video analytics has also been implemented on the Pink and Magenta Lines to analyse footage captured from trains and automatically identify anomalies. These measures are aimed at ensuring safer, more reliable and technology-driven metro operations in the national capital.
