CARS24, India’s leading used car marketplace, has joined forces with voice AI innovator ElevenLabs and Google Cloud to roll out real-time speech intelligence across more than 100 hubs nationwide. The initiative, aimed at building greater trust in vehicle transactions, is already delivering measurable results—boosting first-visit conversions by 35%, cutting evaluation disputes by 40%, and raising customer satisfaction scores by 25%.
At the core of this transformation is ElevenLabs’ multilingual speech technology, integrated with Google Cloud’s secure infrastructure. The system handles over 20,000 hours of customer–agent conversations each month in 14 Indian languages and dialects, maintaining a reported 98.5% accuracy in automotive-specific vocabulary. What were once transient discussions are now converted into structured, actionable insights through what CARS24 describes as a “voice layer” of intelligence.
Managers benefit as well. With live conversation alerts, they are resolving issues twice as fast, further strengthening customer confidence. Privacy safeguards are embedded into the platform, including encrypted data pipelines, automated removal of personal identifiers, and consent-driven recordings—all aligned with India’s evolving data protection standards.
The company is not stopping here. It plans to extend the solution toward predictive coaching for agents, natural-language car discovery, and voice-driven commerce—features that could eventually allow users to complete the entire buying or selling process through speech.
Jayesh Gupta, Head of AI and Innovation at CARS24, highlighted the impact: “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.”
Echoing the challenge of scale, 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.”
Founded in 2015, CARS24 has expanded into an automotive “super app” offering services ranging from buying and selling cars to financing, insurance, and scrappage. ElevenLabs, established in 2022, has quickly emerged as a global leader in AI audio tools, serving clients across industries, including teams from over 70% of Fortune 500 companies.
