New Delhi: As the national capital hosts a major artificial intelligence summit this week, the Delhi Metro Rail Corporation (DMRC) is emerging as a practical example of how AI is being embedded into everyday public transport operations.
From virtual assistants and crowd analytics to smart security systems, DMRC has quietly integrated artificial intelligence across customer service, safety and operational management — impacting the daily commute of millions.
CHETNA: AI-Powered Virtual Assistant
One of the most visible AI deployments is CHETNA, DMRC’s AI-driven virtual assistant built on large language models.
Unlike traditional rule-based chatbots, CHETNA allows commuters to interact in natural language. For example, a user can type, “I am at CP and want to go to Gurgaon,” and the system identifies nearby stations and suggests optimal routes without requiring exact station names.
Key features include:
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Multi-language support
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Voice-enabled interaction
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Real-time fare and schedule information
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Context-aware spelling correction
The tool is designed to make metro navigation easier for non-English speakers and less tech-savvy users.
DMRC’s Principal Executive Director Anuj Dayal said AI is helping ease congestion while enhancing passenger comfort.
Real-Time Coach Occupancy Data
To manage peak-hour crowding, DMRC has deployed AI-enabled systems that display real-time occupancy data of incoming trains on platform screens.
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On certain corridors, load cell measurements estimate crowding based on coach weight.
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On others, AI-powered video analytics analyse CCTV feeds to count passengers.
This enables commuters to move towards less crowded coaches, distributing passenger load more evenly and reducing congestion.
Proactive Security Monitoring
DMRC has transitioned from reactive surveillance to proactive AI-driven monitoring.
Intelligent video analytics now:
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Detect overcrowding on platforms
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Alert controllers when density exceeds safe limits
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Flag intrusions into restricted zones such as tracks or yellow-line crossings
AI systems are also used to identify abandoned objects at stations. Unattended baggage is automatically flagged, allowing quicker response by security teams.
At security checkpoints, AI-enabled X-ray scanners are being introduced to classify suspicious items such as weapons or explosives, reducing reliance solely on manual inspection.
AI-Enabled Digital Services
Beyond safety and operations, AI is being integrated into the DMRC mobile app, which now supports:
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Smart parking availability
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Digital ticketing and payments
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Locker rentals
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Station-based retail services
The move positions metro infrastructure as a broader urban mobility and lifestyle ecosystem.
Future Plans: Agentic AI & Data Centre of Excellence
Looking ahead, DMRC is exploring agentic AI systems for automated grievance handling. These systems would not only interpret passenger complaints but also initiate corrective actions and provide status updates without human intervention.
A Data Centre of Excellence is also planned to centralise operational data and deploy advanced analytics for long-term policy planning and resource optimisation.
A Digital Leap in Urban Mobility
With AI now embedded across passenger services, crowd management and security operations, Delhi Metro is positioning itself as a technology-driven urban transport system. The initiative reflects a broader shift in Indian public transport — from infrastructure expansion alone to intelligent system optimisation.
