Case Study: Cars24 boosts conversions and cuts costs with ElevenLabs voice AI

How CARS24 uses voice AI to transform India’s used car experience

Cars24, a major automotive retailer in India, operates over 300 retail hubs and faced the core challenge of maintaining consistent quality and gaining operational visibility across millions of customer interactions, particularly during test drives. To address blind spots in their distributed retail operation, they adopted ElevenLabs' Speech to Speech to Text and ElevenAgents services to analyze conversations and improve their sales processes.

The solution implemented by ElevenLabs involved two systems. First, ElevenLabs Scribe was used to transcribe test drive audio, feeding an LLM pipeline to detect issues and surface insights. Second, real-time AI voice agents powered by Scribe Realtime V2 and TTS Flash v2.5 were deployed to automate a significant share of sales calls. The results for Cars24 included a 35% conversion uplift, a 20% improvement in CSAT, a 50% reduction in calling costs, and the analysis of over 22,000 hours of audio.

Cars24

Jayesh Gupta

Head of AI and Innovation