Key Points :
CARS24 has launched voice-AI technology with ElevenLabs and Google Cloud in 100+ hubs, handling more than 20,000 hours of calls monthly in 14 Indian languages with an accuracy of 98.5%.
The launch has yielded measurable outcomes: 35% increase in first-visit conversions, 40% reduction in disputes, 25% improvement in customer satisfaction, and resolution of issues 50% quicker.
Designed with privacy controls, the system is Indian data protection compliant through encrypted flows, redacted identifiers, and consent-based tracking.
Key Background :
CARS24, founded in 2015, has emerged as one of India’s leading automobile platforms, providing services from buying and selling cars to loans, insurance, and car scrapping. Even with the exponential development of the industry, India’s secondary car market has traditionally been plagued with trust issues, variable communication, and disparate service quality. Consumers are left confused regarding price quotes, report authenticity, and transaction fairness.
The partnership with ElevenLabs and Google Cloud overcomes these limitations through the implementation of an in-real-time, multilingual speech intelligence system that can support the scale and complexity of Indian customer interactions. ElevenLabs provides voice model capabilities that can precisely understand accents, dialects, and code-mixed speech a requirement for India’s multilingual environment. Google Cloud, on the other hand, makes the system scalable, robust, and compliant at its core.
Privacy has emerged as the topmost requirement, India’s developing data protection law calling for strong handling of personal identifiers. The platform is designed to fulfill these requirements, including consent-based recording, machine-learning-assisted redaction of sensitive information, and safe encrypted pipelines. This not only complies but assists in creating customer trust for sharing information.
Early indications are that the effect is dramatic. The huge spike in first-visit conversions suggests better customer interaction, a sharp decline in disputes suggests fewer cases of miscommunication when checks are done on the cars, and quicker resolution of issues suggests operating benefits for managers as well as customer service personnel. Enhanced customer satisfaction scores suggest a better overall experience, which is paramount in a business where reputation leads to loyalty.
CARS24 will follow up on this with pre-emptive training of its agents, equipping representatives with real-time call suggestions. Natural-language car finding could enable buyers to define their requirements as a chat, taking some of the effort out of searching. The longer-range vision is multilingual speech commerce, where a whole transaction from query to deal-making can be accomplished with ease using the voice.
This partnership not only accelerates CARS24’s expansion plan further but also provides a model for how voice technology and AI can be leveraged at scale in India’s automotive industry. By closing transparency loops and embracing multi-lingual accessibility, it may re-set trust and customer-experience benchmarks for India’s rapidly evolving used-car market.
About the Author
Abhishek Roy
Abhishek Roy is a Managing Editor at Business Minds Media India.