{"id":148418,"date":"2023-04-05T16:09:24","date_gmt":"2023-04-05T10:39:24","guid":{"rendered":"https:\/\/yellow.ai\/case-study\/bengaluru-metro-launches-industry-first-qr-ticketing-service-for-380k-daily-commuters-powered-by-ai-automation\/"},"modified":"2025-09-29T13:02:39","modified_gmt":"2025-09-29T07:32:39","slug":"bengaluru-metro-launches-industry-first-qr-ticketing-service-for-380k-daily-commuters-powered-by-ai-automation","status":"publish","type":"case-study","link":"https:\/\/yellow.ai\/uk\/case-study\/bengaluru-metro-launches-industry-first-qr-ticketing-service-for-380k-daily-commuters-powered-by-ai-automation\/","title":{"rendered":"Bengaluru Metro launches industry-first AI-powered QR ticketing service"},"content":{"rendered":"\n
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<\/a>All Success Stories<\/a><\/p>\n\n\n\n

Bengaluru Metro launches industry-first QR ticketing service powered by AI automation<\/h1>\n\n\n\n
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\"\"<\/figure>\n\n\n\n
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Founded<\/p>\n\n\n\n

2011<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Website<\/p>\n\n\n\n

english.bmrc.co.in<\/a><\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
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Channels<\/p>\n\n\n\n

Whatsapp<\/p>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n
\n
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Use Cases<\/p>\n\n\n\n

Book tickets, Refund, Train schedule, Route maps<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n<\/div>\n<\/div>\n<\/div><\/section>\n\n\n\n
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Challenge<\/a><\/p>\n<\/div>\n\n\n\n

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Solution<\/a><\/p>\n<\/div>\n\n\n\n

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Impact<\/a><\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

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Challenge<\/h2>\n\n\n\n
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Eliminate wait times\u00a0for ticket booking and enable instant self-service for Bengaluru\u00a0Metro commuters on their preferred channel<\/h3>\n<\/div>\n\n\n\n
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BMRCL aimed to serve its over 380,000 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.<\/p>\n\n\n\n

<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n\n\n\n

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Solution: Bengaluru Metro Bot<\/h2>\n\n\n\n
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1<\/p>\n\n\n\n

On-demand service at scale<\/strong><\/p>\n\n\n\n

Yellow.ai deployed a Dynamic AI agent to enable self-serve for Metro travel services on WhatsApp for 380K+ daily commuters. Conversational AI<\/a>-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 quick\u00a0and efficient query resolution.<\/p>\n<\/div>\n\n\n\n

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\"\"<\/figure>\n<\/div>\n<\/div>\n\n\n\n
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\"\"<\/figure>\n<\/div>\n\n\n\n
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2<\/p>\n\n\n\n

Seamless payments<\/strong><\/p>\n\n\n\n

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\u00a0can\u00a0also 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 waiting\u00a0times.<\/p>\n<\/div>\n<\/div>\n<\/div><\/div>\n<\/div><\/div>\n\n\n\n

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Impact<\/h2>\n\n\n\n
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\r\n \r\n
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HIGH CUSTOMER ADOPTION<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n K+<\/span>\r\n <\/div>\r\n

<\/div>\r\n

users on the bot since
\ngo-live<\/p>\n<\/div>\r\n <\/div>\r\n

\r\n

HIGH TRAFFIC HANDLING<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n M+<\/span>\r\n <\/div>\r\n

<\/div>\r\n

messages exchanged with the Bengaluru Metro Bot<\/p>\n<\/div>\r\n <\/div>\r\n

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SEAMLESS SELF SERVE<\/p>\r\n

\r\n <\/span>\r\n

\r\n 0\r\n <\/p>\r\n K+<\/span>\r\n <\/div>\r\n

<\/div>\r\n

requests received for travel card recharges via WhatsApp<\/p>\n<\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n <\/div>\r\n \r\n <\/div>\r\n<\/div><\/div>\n\n\n\n

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\"\"<\/figure>\n\n\n\n

\u201cWith 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\u2019s recently launched WhatsApp-based QR ticketing service is a huge step towards providing commuters with a hassle-free experience. The multilingual chatbot, powered by Yellow.ai, is helping over 100,000 commuters with essential services such as recharging metro smart cards, journey planning, locating the nearest metro stations, and getting fare information, ensuring a seamless customer experience.”<\/p>\n\n\n\n

Shankar A.S.
Executive Director (Operations and Maintenance), BMRCL<\/p>\n<\/div>\n\n\n\n

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