CASE STUDY

Ticket Booking enabled on WhatsApp for DTC

Delhi Transport Corporation (DTC), India's largest public bus service provider, serving over 4 million passengers daily used AiSensy to enable end-to-end bus ticket booking on WhatsApp

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COMPANY OVERVIEW

About DTC

Delhi Transport Corporation (DTC) is the primary public transport operator in Delhi, India. It operates a vast network of buses across the city, providing affordable and accessible transportation for millions of commuters daily.

IndustryPublic Transportation

HeadquartersIP Estate, New Delhi

Company Size27,000+ Employees

ServicesAffordable and accessible public transportation

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Case Study Featured in

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The Challenge

Complex Ticketing Process

Traditional ticket booking methods were tedious, requiring passengers to use confusing booking portals. Moreover, users faced the language barrier, finding it difficult to book bus tickets.

Limited Accessibility

Many commuters found it difficult to access ticket booking systems, especially for last-minute or on-the-go reservations. This led to DTC searching for one single platform, allowing users to book tickets with ease.

Operational Inefficiency

Handling a large volume of daily bookings manually or via traditional portals was time-consuming and inefficient. DTC was looking for a solution that could be automated and scalable.

The Solution: Bus Ticket Booking with WhatsApp

DTC found the perfect solution in enabling bus ticket booking through WhatsApp.

Convenient and User-Friendly

WhatsApp is the one app that united all Indian users. WhatsApp has over 650 mn+ Indian users (2.7 Bn+ globally) across multiple age groups who are familiar with it's interface. WhatsApp provides a simple and user-friendly way for commuters to book tickets directly through an app they use every day.

Instant Access

Passengers could easily access ticket booking anytime, anywhere, without the need for physical ticket counters or going through complex digital portals.

Multilingual Support

By enabling booking in both Hindi and English, the service became more accessible to a diverse range of users across Delhi.

How AiSensy enabled Ticket Bus Booking on WhatsApp for DTC

Bus Ticket booking begins with Chatbot automation

The entire conversational journey of the DTC bus ticket booking experience on WhatsApp is built using AiSensy's Chatbot Flow builder.

A user simply needs to send a 'hi' on Delhi Transport Corporation's WhatsApp number, "+918744073223" to begin the ticket booking process

Next, the user picks their preferred language and selects the action they wish to achieve, i.e. Book Ticket

The straightforward conversational flow allows users to complete a ticket purchase in a few simple steps, significantly enhancing user engagement.

User selects their destination Bus stop via WhatsApp Webviews

To allow users to seamlessly select their destination station, we partnered with PeLocal who built the webviews for this ticketing process.

WhatsApp webviews enabled users to open web browser within WhatsApp, allowing them to pick their stop easily in just a few taps.

User completes the payment directly within WhatsApp & receives QR Ticket

Once the user successfully picks their preferred destination, they receive a payment message on WhatsApp, prompting them to complete their ticket purchase.

If they've selected UPI, users can complete the payment conveniently natively within WhatsApp, skipping the process of going to a 3rd party payment app.