AI BriefingCars24 Builds AI-Powered Auto Retail with ElevenLabs Technology
Key point
Cars24 has adopted ElevenLabs' voice AI technology to implement test drive analysis and consultation automation, maximizing operational efficiency.
Details
Cars24, which operates over 300 retail hubs across India, faced challenges in maintaining quality and managing customer experience amid large-scale operations. In particular, it struggled to capture the diverse conversations occurring during test drives and identify regional characteristics.
To address this, the company adopted ElevenLabs' Scribe and ElevenAgents stack to build two core systems.
On-ground Intelligence Using a tablet-based voice recording system powered by Scribe, audio captured during test drives is converted to text and analyzed through an LLM pipeline. This extracts structured data on mechanical defects, customer objections, and regional patterns.
- Completed analysis of over 22,000 hours of audio
- 35% increase in conversion rate
- 20% improvement in CSAT (customer satisfaction)
- 10% reduction in hub costs
Assisted Sales via AI Voice Agents By integrating ElevenLabs ElevenAgents, the company automated consultations. Leveraging Scribe Realtime V2 and TTS Flash v2.5, it provides real-time transcription and natural responses, reducing customer wait times and increasing throughput.
- Completed over 3 million minutes of AI-assisted calls
- Achieved 45% share of assisted sales
- 50% reduction in call costs
Cars24 is expanding voice AI across inspection, sales, and financing processes, evolving into an AI-native auto retailer.
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