Indian Railways has launched an AI-enabled WhatsApp chatbot to streamline and accelerate grievance redressal for millions of train travelers. This initiative aims to provide real-time complaint registration and resolution by leveraging artificial intelligence and the country’s most widely-used messaging app.
The new WhatsApp-based system allows passengers to quickly report concerns such as unclean coaches, safety threats, overcrowding, or lost belongings directly from their smartphones. Here’s how the process works:
Initiate Chat: Passengers send a “Hi” message to the designated WhatsApp number, 7982139139.
AI-Powered Guidance: The chatbot welcomes the user and prompts for either a PNR (for reserved tickets) or UTS number (for general tickets).
Detailed Complaint Logging: The chatbot walks users through specifying whether the issue relates to a station or occurred during the train journey, collecting further details as needed.
Tracking & Feedback: After submission, users can check complaint status, get real-time updates, and provide feedback or suggestions for service improvement.
Emergency Help: Critical needs, including health or safety emergencies, can also be addressed through the bot, with quick routing to appropriate authorities.
With over 23 million daily passengers and tens of thousands of complaints registered monthly, Indian Railways needed a scalable, user-friendly solution. Traditional methods waiting in queues, searching for on-ground staff, or calling helplines often led to delays, frustration, and lack of transparency.
The new WhatsApp service is integrated with RailMadad, Indian Railways' centralized digital grievance management portal. Combined with multilingual AI from projects like BHASHINI, the chatbot ensures inclusive, accessible services for all demographics, aligning with the broader Digital India initiative to enhance government-citizen interaction through technology.
Initial reports highlight positive passenger feedback regarding the chatbot’s simplicity and quick response time. With continuous development, Indian Railways aims to add more AI-driven features like voice recognition and smarter, automated troubleshooting. The ultimate goal: a seamless travel experience where technology bridges the gap between passenger needs and frontline action.
