Hur CARS24 använder röst-AI för att förändra upplevelsen av begagnade bilar i Indien

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.

I Indiens ekosystem för begagnade bilar är förtroende den verkliga valutan. Att sälja en bil är mer än en transaktion - det är att skiljas från år av minnen, investeringar och förväntningar. Det förtroendet byggs eller bryts i samtal. Från att förklara värderingar till att klargöra inspektionspunkter, varje utbyte mellan en agent och en kund formar beslutsfattandet.

I åratal var dessa samtal flyktiga. Insikter försvann när kunderna lämnade, och chefer förlitade sig på anekdotisk feedback eller sporadisk provtagning för att bedöma vad som fungerade. CARS24 satte sig för att ändra på det.

Bygga en röstintelligensplattform med ElevenLabs

CARS24 samarbetade med ElevenLabs för att integrera Speech to Text intelligens i varje hubbsamtal, och omvandla dessa inspelade kundsamtal till handlingsbara insikter i stor skala. Integrationen fokuserade på tre kärnområden:

Hub-täckande ljudupptagning

• Omgivande inspelningssystem fångar kund-agent-samtal samtidigt som de respekterar sekretessprotokoll
• ElevenLabs’ API bearbetar hindi, engelska och regionala språk i realtid
  
  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.