Omnichannel Passenger Support for a Smarter Metro Experience

Sales did Grow for this B.P. Oh!

Our client is a sales maximisation specialist — a company whose entire business model is built around helping their enterprise clients acquire customers faster, retain them longer, and activate sales channels more effectively.

With a service footprint across India’s top metropolitan cities, the organisation manages large, distributed outbound sales teams that work simultaneously across multiple client campaigns — each with its own lead sources, calling requirements, and reporting needs.

The challenge for a company like this isn’t just technology — it’s coordination. And coordination at scale, across cities, with live data flowing in from multiple sources, demands a contact center partner who can engineer solutions — not just install software.

The Challenge

Mumbai Metro Line 3 needed a reliable and scalable passenger support system that could manage high volumes of daily queries across multiple channels. With thousands of passengers seeking information on station details, fares, tickets, travel guidance, safety, theft-related support and emergency assistance, MMRC required a solution that could deliver quick and consistent responses without overloading live agents.

The key requirement was to provide 24/7 passenger assistance through both automated and human support. MMRC also needed dedicated priority support for elderly passengers, women and children, along with a system that could identify urgent or emergency-related conversations more effectively.

01 — Multi-Location Coordination Was a Constant Bottleneck

With agents split across three cities and multiple campaigns running simultaneously, supervisors were struggling to maintain visibility and consistency across locations. There was no unified system that gave the management team a single view of operations — leading to duplication, missed follow-ups, and reporting gaps.

Key Challenges

Handling thousands of passenger queries every day across voice and digital channels.
Providing round-the-clock support for routine, urgent and emergency-related assistance.
Reducing live-agent workload by automating repetitive FAQs and common passenger queries.
Ensuring smooth escalation to human agents whenever a query required personal attention.
Offering priority assistance for elderly passengers, women and children.
Maintaining consistent information across chatbot, voice bot and helpline support.

02 — Inconsistent Data Quality at the Point of Upload

Lead data was being uploaded manually from multiple sources — with no standardised format or validation process. This meant agents were frequently encountering incomplete, duplicate, or incorrectly formatted records — reducing productivity and increasing error rates on the floor.

03 — Website Leads Were Not Reaching Agents Fast Enough

Customer enquiry data collected via the company’s website was being manually extracted and loaded into the contact center system — causing delays of hours between a lead’s submission and the first outbound call. In a sales environment, speed-to-call is everything. Every hour of delay meant lower conversion rates and a poorer client experience.

The Solution

Contaque Cloud deployed an omnichannel passenger support system combining AI-powered automation, voice assistance and live-agent support. The solution was built on Contaque Cloud’s AICX platform to manage call center operations, streamline passenger interactions and improve overall support efficiency.

A website chatbot was implemented to provide instant assistance for routine passenger queries. Powered by LLM-based engines with NLP capabilities, the chatbot helped passengers receive quick responses for station information, fares, tickets, emergency guidance and general FAQs.

Contaque also introduced an NLP-based voice bot for helpline support. The voice bot was designed to provide a human-like, free-speech experience over helpline numbers, supported by intelligent escalation to live agents whenever needed. Dedicated toll-free helplines were also enabled for general support and priority passenger assistance.

To strengthen emergency readiness, the solution included sentiment monitoring of conversations and a panic display on a centralized dashboard. This helped the support team identify urgent situations, distressed conversations and emergency reports more quickly.

What Contaque Delivered

Omnichannel support across chatbot, voice bot, helpline and live-agent channels.
AICX-powered call center software for structured passenger support operations.
LLM and NLP-based chatbot for instant digital assistance.
NLP-based voice bot with human-like free-speech capability.
Intelligent escalation from automation to live agents.
Dedicated toll-free helplines for general and priority passenger support.
Centralized dashboard with sentiment monitoring and panic alerts.

Custom Data Validation at Upload

Contaque configured a data validation layer within the contact center platform that enforced format and completeness requirements at the point of lead upload — before any record was ever assigned to an agent. This ensured that agents only ever received clean, complete, actionable data.

Mandatory field validation — incomplete records rejected at upload with error flagging
Duplicate detection — existing records identified and flagged before they reached the agent queue
Format standardisation — phone numbers, names, and custom fields validated against pre-set rules

Website Callback Scheduler — Real-Time Lead Ingestion

The headline innovation of this engagement was a custom-built Callback Scheduler — a direct integration between the client’s website and their Contaque contact center. When a prospect submitted an enquiry on the website, the lead was pushed directly into the contact center system in real time — with no manual extraction, no file transfer, and no delay.

Website form submissions land directly in the contact center queue — instantly available for agent outreach
Prospects can select their preferred callback date and time at the point of submission — reducing cold-call friction
Scheduled callbacks are automatically assigned to available agents at the chosen date and time
All callback outcomes are logged and reportable — giving the client and their end-clients full visibility into website lead conversion performance
Eliminates the manual extraction-and-upload process entirely — reducing lead response time from hours to seconds

The Result

With Contaque Cloud’s omnichannel solution, MMRC was able to handle 10,000+ daily passenger interactions across chatbot, voice bot and call center channels. The system created a faster, more accessible and more dependable support experience for Mumbai Metro Line 3 passengers.

The chatbot managed around 6,000 daily conversations, contributing to nearly 60% of the total interaction volume. This helped automate routine queries and significantly reduced pressure on live agents. At the same time, more than 4,000 daily voice interactions were managed through the voice bot and call center setup, covering nearly 40% of the total support traffic.

The solution improved passenger accessibility, ensured consistent information delivery and allowed live agents to focus on complex, sensitive and emergency-related queries. With sentiment monitoring and centralized panic display, MMRCL also gained better visibility into urgent passenger concerns.

+21%

Overall Increase in Call Management Efficiency

+8.7%

Improvement in Website Callback Success Rate

3

Cities Unified Under a Single Contact Centre System

0

Manual Steps in Website-to-Agent Lead Flow

Beyond the headline numbers, here is what the engagement delivered:

Multi-city operations were unified under a single contact center platform — giving management real-time visibility across Noida, Mumbai, and Kolkata simultaneously
Data quality at the point of upload improved significantly — agents spent more time selling and less time correcting bad records
Website leads began reaching agents in seconds rather than hours — with a measurable improvement in speed-to-call and first-contact conversion rates
The Callback Scheduler gave prospects the ability to choose their preferred contact time — reducing no-answers and improving the quality of initial conversations
The client reported that the custom solutions delivered by Contaque became a direct competitive advantage in pitching to new enterprise clients — demonstrating superior lead management capability

Key Results

10,000+ daily interactions handled across all passenger support channels.
6,000 chatbot conversations daily, covering nearly 60% of support volume.
4,000+ voice interactions daily, covering nearly 40% of passenger queries.
Reduced live-agent load through AI-powered automation.
Faster escalation for complex and emergency-related support needs.
Improved accessibility through multiple support channels.
Stronger emergency visibility through sentiment monitoring and panic alerts.
Scalable support system ready for peak demand and future growth.

Impact Summary

Contaque Cloud helped MMRC transform passenger support into a modern, AI-powered omnichannel system. By combining chatbot, voice bot, live-agent support and emergency monitoring, Contaque delivered a smarter, faster and more scalable support experience for one of Mumbai’s most important public transport projects.

Solution Highlights

Multi-City On-Premise Deployment

Single unified contact center system installed across Noida, Mumbai & Kolkata — with centralised management and reporting

Data Validation Layer

Format, completeness, and duplicate checks enforced at lead upload — ensuring only clean data reached the agent queue

Website Callback Scheduler

Real-time integration between client website and contact center — leads flow directly to agents with zero manual steps

Prospect-Controlled Scheduling

Website visitors select preferred callback date and time — reducing cold-call friction and improving connection rates

Unified Reporting Across Locations

Single-pane-of-glass dashboards for supervisors managing agents across three cities simultaneously

Custom Solution Engineering

Entire solution custom-designed around the client's specific operational requirements — not a generic out-of-the-box deployment