CARS24 uses voice AI to improve India’s used car experience

CARS24, India's leading digital platform for buying and selling used cars, has partnered with ElevenLabs to integrate voice AI technology into its customer interactions, transforming over 20,000 hours of multilingual conversations monthly into actionable insights. This collaboration utilizes speech-to-text intelligence to capture customer-agent exchanges, focusing on real-time language processing, privacy, and performance. The platform enables CARS24 to improve trust in the used car market by providing transparency in vehicle evaluations and enhancing customer experiences through immediate feedback and quality monitoring. Since deploying this technology, the company has seen significant improvements, including a 35% increase in first-visit conversions, a 40% reduction in evaluation disputes, and a 25% rise in customer satisfaction scores. Looking forward, CARS24 plans to expand its use of voice AI for predictive management, automated agent coaching, and voice-enabled commerce, solidifying its commitment to transparency and customer trust.

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