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All Success Stories

Bengaluru Metro launches industry-first QR ticketing service powered by AI automation

Founded

2011

Channels

Whatsapp

Use Cases

Book tickets, Refund, Train schedule, Route maps

Challenge


Eliminate wait time for ticket booking and enable instant self-serve for Bengaluru metro commuters on their preferred channel

BMRCL wanted to cater to its 380K+ daily commuters by reducing wait times for booking tickets. Additional services like payments, refund, cancellation, train routes, schedules and more were becoming time consuming and BMRCL was looking at ways to enable these services digitally with fast, efficient and seamless customer experience.

Solution: Bengaluru Metro Bot


1

On-demand service at scale

Yellow.ai deployed a Dynamic AI agent to enable self-serve for Metro travel services on WhatsApp for 380K+ daily commuters. Conversational AI-powered automation makes it easy and convenient for commuters to book tickets by simply connecting with the multilingual Bengaluru Metro Bot. Queries like fare information, smart card recharge status, refund status, add/delete card, train frequency, helpline numbers, train routes, schedules etc. can now be self-served, ensuring fast and efficient query resolution.

2

Seamless payments

With the QR ticketing service, metro riders can make quick and secure payments for their tickets right from the same WhatsApp interface by choosing WhatsApp pay. Users also have the option to make online payments with a payment method of their choice. Frequent commuters can also recharge their Metro smart cards using the bot without the need to visit the ticket booth, eliminating wait time.

Impact


HIGH CUSTOMER ADOPTION

0

K+

users on the bot since
go-live

HIGH TRAFFIC HANDLING

0

M+

messages exchanged with the Bengaluru Metro Bot

SEAMLESS SELF SERVE

0

K+

requests received for travel card recharges via WhatsApp

“With the pace at which the digital wave is changing India, every sector is looking for opportunities to leverage technology in the best way, and the government sector is no different. Bengaluru Namma Metro’s recently launched WhatsApp-based QR ticketing service is a huge step towards providing commuters with a hassle-free experience. The multilingual chatbot enabled by Yellow.ai is helping over 100,000 commuters with various essential services such as recharging metro smart cards, journey planning, locating the nearest metro stations, and getting fare information, ensuring a seamless customer experience.”

Shankar A.S.
Executive Director (Operations and Maintenance), BMRCL

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