CARS24が音声AIでインドの中古車体験を変革する方法

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.

インドの中古車エコシステムでは、信頼が真の通貨です。車を売ることは単なる取引ではなく、何年もの思い出、投資、期待を手放すことです。その信頼は会話で築かれたり壊れたりします。評価の説明から検査ポイントの明確化まで、エージェントと顧客の間のすべてのやり取りが意思決定を形作ります。

長年、これらの会話は一過性のものでした。顧客が去るとインサイトは消え、マネージャーは何がうまくいったかを評価するために逸話的なフィードバックや断片的なサンプリングに頼っていました。CARS24はそれを変えようとしました。

ElevenLabsと共に音声インテリジェンスプラットフォームを構築

CARS24はElevenLabsと提携し、スピーチtoテキストインテリジェンスをすべてのハブ会話に組み込み、これらの録音された顧客会話を大規模に実用的なインサイトに変換しました。この統合は3つの主要分野に焦点を当てました。

ハブ全体の音声キャプチャ

• プライバシープロトコルを尊重しながら顧客とエージェントの会話をキャプチャする環境録音システム
• ElevenLabsのAPIはヒンディー語、英語、地域言語をリアルタイムで処理
  
  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.