The National Highways Authority of India (NHAI) is planning a major technology upgrade for its 1033 National Highway Helpline, with artificial intelligence, real-time location tracking and automated emergency dispatch expected to make highway assistance faster and more efficient.
The proposed system will use AI-powered voice technology to interact with callers in multiple Indian languages, enabling motorists to report emergencies and seek assistance more easily. The platform is also expected to use real-time location intelligence to identify the precise position of callers and help determine the closest available emergency support.
Under the proposed system, an intelligent dispatch mechanism could automatically identify and direct nearby ambulances, patrol vehicles, cranes and other operational resources to incident locations. The technology is also expected to enable proactive alerts, allowing highway users to receive timely information about accidents, disruptions and other incidents along their routes.
While automation will play a larger role, human operators will continue to handle complex and critical emergencies where human judgement and intervention are required.
Introduced in 2018, the 1033 helpline currently operates 24×7 across more than 1.46 lakh kilometres of national highways and receives around 15,000 calls every day. The service assists motorists with medical emergencies, vehicle breakdowns and other roadside incidents, while also facilitating access to ambulances, patrol vehicles and cranes. It additionally handles FASTag and toll-related grievances.
Indian Highways Management Company Limited (IHMCL), promoted by NHAI, has invited an Expression of Interest for the development, design, deployment, operation and maintenance of the upgraded platform.
The proposed transformation is expected to strengthen the country’s highway emergency-response infrastructure by bringing together AI-enabled communication, location intelligence, automated resource allocation and human oversight. The initiative reflects NHAI’s broader focus on using digital technologies to improve road safety, operational efficiency and the experience of highway users.
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