Cómo CARS24 utiliza voz IA para transformar la experiencia de coches usados en India

Building 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.

En el ecosistema de coches usados en India, la confianza es la verdadera moneda. Vender un coche es más que una transacción: es desprenderse de años de recuerdos, inversiones y expectativas. Esa confianza se construye o se rompe en las conversaciones. Desde explicar valoraciones hasta aclarar puntos de inspección, cada intercambio entre un agente y un cliente influye en la toma de decisiones.

Durante años, estas conversaciones eran efímeras. Las ideas desaparecían una vez que los clientes se iban, y los gerentes dependían de comentarios anecdóticos o muestreos esporádicos para evaluar qué funcionaba. CARS24 se propuso cambiar eso.

Construyendo una plataforma de inteligencia de voz con ElevenLabs

CARS24 se asoció con ElevenLabs para integrar Speech to Text en cada conversación en los centros, convirtiendo estas conversaciones grabadas con clientes en información útil a gran escala. La integración se centró en tres áreas principales:

Captura de audio en todo el centro

• Sistemas de grabación ambiental capturan conversaciones entre clientes y agentes respetando los protocolos de privacidad
• La API de ElevenLabs procesa hindi, inglés y lenguas regionales en tiempo real
  
  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

True 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 Cars24 engineering team said,

ElevenLabs’ expertise in code-mixed speech, regional accents, and domain-specific vocabulary made them the ideal partner. Their flexibility and rapid iteration cycles ensured success at scale

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.