CARS24, India’s leading platform for buying and selling used cars, has partnered with ElevenLabs, the global leader in voice AI, and Google Cloud to redefine customer experiences across its nationwide hubs. Together, we have deployed a real-time voice intelligence platform that captures and analyzes customer-agent conversations, driving greater trust, transparency, and efficiency in the used car market
Transforming conversations into insights
In India’s used car market, trust is the real currency. Every interaction between customers and agents – whether about inspections, valuations, or negotiations – influences decision-making. Traditionally, these conversations were fleeting, leaving managers with only anecdotal feedback.
With ElevenLabs’ multilingual voice AI models, CARS24 has introduced a new “voice layer” of intelligence. The platform transcribes and processes over 20,000 hours of conversations each month in 14 Indian languages and dialects, with 98.5% accuracy on automotive-specific terminology.
Measurable impact on customer experience
Since adopting the solution, CARS24 has seen measurable improvements:
- 35% increase in first-visit conversions by addressing concerns in real time.
- 40% reduction in evaluation disputes through transparent, documented conversations.
- 25% rise in customer satisfaction scores through training on real interactions.
- 50% faster issue resolution enabled by live alerts for hub managers.
Privacy-first and scalable by design
The platform is built with privacy and compliance at its core. It includes automated PII redaction, encrypted pipelines, and consent-based recording aligned with Indian data protection standards.
Running on Google Cloud, the infrastructure scales seamlessly across CARS24’s 100+ hubs nationwide. Google Cloud provides the security, compliance, and performance foundation required to process conversations in real time, ensuring customer data is protected while enabling low-latency experiences at scale.
Elevenlabs is listed on the Google Cloud marketplace and our go-to-market partnership delivers the technical performance and enterprise trust essential for scaling their generative voice platform globally.
Looking ahead
CARS24 is working toward predictive and proactive capabilities with voice AI, including:
- Automated quality coaching for agents.
- Voice-enabled car discovery, allowing customers to describe their ideal car in natural language.
- Multilingual voice commerce enables buy and sell transactions entirely through voice.
Jayesh Gupta, Head of AI and Innovation, CARS24, said, “The used car industry has struggled with trust for generations. Our voice AI solution is changing that reality. Cutting resolution times in half and boosting customer satisfaction. With ElevenLabs as our technology partner, we’re creating a new standard where every interaction builds confidence rather than doubt, proving that the right innovation can transform even the most challenging customer relationships.”
Carles Reina, GTM at ElevenLabs, said, “India’s linguistic diversity and scale present unique challenges for AI. We are proud to partner with CARS24 to deliver speech intelligence that works across code-mixed languages, accents, and domain-specific vocabulary. This collaboration shows how voice AI can become the foundation for customer-centric innovation.”
Naren Kachroo, Head of AI Go-to-Market at Google Cloud India added, “Cloud infrastructure and state-of-the-art LLMs play a critical role in scaling AI use cases. By collaborating with CARS24 and ElevenLabs, we are enabling a secure, compliant, and high-performance foundation that supports real-time voice intelligence at scale”
Prashant Chaudhary
An android fan and A Computer Engineer who fell in love with the world of Internet Marketing. Worked on different SEO techniques for small to large Internet properties at Initial days of my Career. I am in love with my passion for Blogging and running several blogs in variety of category.
