Mumbai Traffic: 24x7 WhatsApp Chatbot, AI Calls Planned to Boost E-Challan Recovery

In a significant move to modernise public services and strengthen enforcement, the state Transport Department is preparing to introduce a round-the-clock WhatsApp chatbot for vehicle-related facilities. Alongside this, authorities are planning to expand an artificial intelligence-driven calling system to recover unpaid e-challans. These dual initiatives are designed to minimise the need for citizens to visit Regional Transport Offices (RTOs) and to enhance adherence to traffic regulations. By leveraging digital tools, the department aims to streamline service delivery, reduce congestion at offices, and promote a more efficient and citizen-friendly transport administration across the state.

The upcoming WhatsApp chatbot is expected to provide a wide range of essential vehicle-related services directly through mobile devices. Citizens will be able to check vehicle registration details, access driving licence information, pay taxes, renew documents, and view challan status without stepping out of their homes. Additionally, users can monitor application progress, receive detailed guidance for various procedures, and even file complaints through the platform. This initiative is aimed at simplifying interactions with the transport department, making services more accessible, transparent, and convenient for users who are increasingly dependent on digital communication channels.

The project is estimated to require an investment of ₹2.36 crore and will be financed through the Road Safety Fund. Currently, nearly 60 RTO offices across 39 districts experience heavy daily footfall, often forcing citizens to visit in person for minor queries or updates. Officials believe the chatbot will address this challenge by shifting routine services to a digital interface that people are already comfortable using. By doing so, the department hopes to reduce overcrowding at RTOs, save citizens valuable time, and improve overall efficiency in handling transport-related requests.

Beyond service delivery, the chatbot will also play a crucial role in spreading awareness about road safety. It will share important information regarding helmet and seatbelt usage, promote the adoption of electric vehicles, and provide timely traffic updates. In emergency situations such as road accidents or natural disasters like floods, the system will issue alerts and offer guidance to users. According to Rajesh Narvekar, the initiative is aimed at making transport services more accessible while ensuring that citizens stay informed and safe through timely communication and digital outreach.

At the same time, the department is working on expanding an AI-powered calling system that has been tested at the Thane RTO to improve the recovery of pending e-challans. Despite the implementation of digital enforcement mechanisms, only around 40 percent of fines are typically collected, leaving many violations unresolved. The AI system addresses this issue by making automated calls to offenders, reminding them to clear their dues and encouraging them to follow traffic rules. The initial response to this pilot project has been positive, leading officials to consider extending it across the state, subject to necessary approvals and funding.

Authorities are confident that combining digital engagement tools like the chatbot with enforcement mechanisms such as AI-driven calls will significantly enhance compliance levels. This integrated approach is expected to not only improve the recovery of penalties but also contribute to better traffic discipline and management. By adopting technology-driven solutions, the transport department aims to create a more responsive system that prioritises both convenience and accountability, ultimately leading to safer roads and a more organised transport network throughout the state.