Case Study: Bengaluru Metro achieves instant QR ticketing and self-serve commuter support with Yellow.ai

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

Bengaluru Metro (BMRCL) partnered with Yellow.ai to improve the commuter experience for its 380,000+ daily riders. The challenge was to reduce long ticket-booking wait times and make essential services like payments, refunds, cancellations, route information, and train schedules available digitally on commuters’ preferred channel.

Yellow.ai implemented a multilingual WhatsApp-based AI agent, the Bengaluru Metro Bot, to enable self-service for QR ticketing, smart card recharge, fare details, journey planning, and more. The solution streamlined ticket purchases and payments through WhatsApp Pay or other online methods, helping Bengaluru Metro deliver faster, more seamless service at scale and supporting over 100,000 commuters with high adoption and traffic handling.

Bengaluru Metro

Shankar A.S.

Executive Director (Operations and Maintenance)