Como a CARS24 usa voz IA para transformar a experiência de carros usados na Índia

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.

No ecossistema de carros usados na Índia, a confiança é a verdadeira moeda. Vender um carro é mais do que uma transação - é se despedir de anos de memórias, investimentos e expectativas. Essa confiança é construída ou quebrada em conversas. Desde explicar avaliações até esclarecer pontos de inspeção, cada troca entre um agente e um cliente molda a tomada de decisões.

Por anos, essas conversas eram passageiras. Insights desapareciam assim que os clientes saíam, e os gerentes dependiam de feedbacks anedóticos ou amostragens esporádicas para avaliar o que funcionava. A CARS24 decidiu mudar isso.

Construindo uma plataforma de inteligência de voz com a ElevenLabs

A CARS24 fez parceria com a ElevenLabs para incorporar Speech to Text em cada conversa nos hubs, convertendo essas conversas gravadas com clientes em insights acionáveis em escala. A integração focou em três áreas principais:

Captura de áudio em todo o hub

• Sistemas de gravação ambiente capturam conversas entre cliente e agente enquanto respeitam protocolos de privacidade
• A API da ElevenLabs processa hindi, inglês e línguas regionais em tempo 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.