Delhi Metro Harnesses AI to Enhance Safety, Efficiency and Passenger Experience

New Delhi, February 20: The Delhi Metro Rail Corporation (DMRC) is rapidly integrating Artificial Intelligence (AI) into its operations, aiming to improve service reliability, passenger safety, and overall travel experience. These innovations are being showcased at the ongoing AI Impact Summit at Bharat Mandapam, where Union Minister for Housing & Urban Affairs and Power, Manohar Lal, visited the DMRC pavilion and commended the organisation’s technology-driven initiatives.

At the heart of DMRC’s digital push is “Ask CHETNA” — an advanced conversational AI assistant designed to help commuters with journey planning, fare details, real-time updates, and ticketing support. Built on a BharatGPT-powered agentic AI framework with a sovereign, India-hosted architecture, the system emphasises both responsiveness and data security across web and mobile platforms.

DMRC is also modernising its grievance redressal mechanism through AI. The upgraded Complaint Management System is being rolled out in phases, beginning with automation of written complaints to reduce handling time and increase transparency. In the next phase, an AI-powered voice bot will be deployed on the metro helpline, enabling instant recognition of passenger concerns and faster complaint registration, while ensuring human intervention for complex issues. Operational safety and maintenance have emerged as key beneficiaries of AI adoption. AI-based monitoring tools are now tracking the health of overhead wires across several metro corridors, identifying alignment irregularities and potential faults through sensor data and video analytics. Additionally, automated systems using laser sensors and temperature monitoring are strengthening wheel and axle safety checks.

Further enhancing reliability, DMRC has implemented AI-driven predictive maintenance for track circuits, a move expected to minimise service disruptions and optimise maintenance schedules.

With continued investments and expert collaborations, DMRC plans to expand AI deployment, reinforcing its commitment to smarter, safer and more efficient urban mobility.