How CARS24 uses voice AI to transform India’s used car experience

Shaping trust through conversations

CARS24 is India’s leading digital platform for buying and selling 'used' cars. With a nationwide network of hubs, and a mission to make car ownership transparent and accessible, CARS24 simplifies every step of the process – from valuation and inspection to instant payment and ownership transfer.

In India’s used car ecosystem, trust is the true currency. Selling a car is more than a transaction - it is parting with years of memories, investments, and expectations. That trust is built or broken in conversations. From explaining valuations to clarifying inspection points, every exchange between an agent and a customer shapes decision-making.

For years, these conversations were fleeting. Insights disappeared once customers left, and managers relied on anecdotal feedback or sporadic sampling to assess what worked. CARS24 set out to change that.

Building a voice intelligence platform with ElevenLabs

CARS24 partnered with ElevenLabs to embed Speech to Text intelligence into every hub conversation, converting these recorded customer conversations into actionable insights at scale. The integration focused on three core areas:

Hub-wide audio capture

• Ambient recording systems capture customer-agent conversations while respecting privacy protocols
• ElevenLabs’ API processes Hindi, English, and regional languages in real time

Multi-language excellence

• Accuracy across Hindi-English code-mixed conversations, regional accents, dialects, and automotive-specific terminology

Real-time processing pipeline

• Immediate flagging of customer concerns
• Live quality monitoring for training
• Instant alerts when dissatisfaction or service excellence is detected

Privacy-first and performance-ready

The architecture is designed with two principles:

• Privacy-first design: automated PII redaction, consent-based protocols, encrypted pipelines, and compliance with Indian data protection laws.
• Scalable performance: cloud-native infrastructure supporting 100+ hubs, automatic load balancing, and redundant processing.

Turning conversations into intelligence

Once transcribed, conversations are analyzed across three dimensions:

• Hub performance monitoring: service efficiency scores, agent performance metrics, wait time analysis, and nationwide hub benchmarking
• Vehicle evaluation enhancement: transparency in inspection explanations, customer trust in pricing, and confidence in valuations
• Customer experience optimization: emotional journey mapping, friction point detection, delight moment identification, and upsell opportunity recognition

Measurable impact on customer metrics 

Since deploying the voice intelligence platform, CARS24 has recorded measurable gains:

• 35% improvement in first-visit conversions
• 40% reduction in evaluation disputes
• 25% increase in customer satisfaction scores
• 50% faster issue resolution through real-time alerts

At scale, the platform processes over 20,000 hours of conversations monthly, across 14 Indian languages and dialects, with 98.5% accuracy on automotive-specific terminology.

"The used car industry has struggled with trust for generations. Our voice AI solution is changing that reality. cutting resolution times in half and boosting customer satisfaction. With ElevenLabs as our technology partner, we're creating a new standard where every interaction builds confidence rather than doubt, proving that the right innovation can transform even the most challenging customer relationships", said Jayesh Gupta, Head of AI and Innovation, CARS24.

Looking ahead

CARS24’s roadmap extends beyond analytics into predictive and proactive applications of voice AI:

• Predictive hub management
• Automated quality coaching for agents
• Voice-enabled car discovery
• End-to-end multilingual voice commerce

As CARS24 expands its hub network, voice AI will remain central to its mission of transparency and customer trust. Explore how ElevenLabs’ Speech to Text and Conversational AI can help your organization achieve similar impact.