Case Study: CARS24 cuts agent costs by 60% with Gupshup Gen AI

CARS24 lowers agent costs by 60% by automating car discovery and test drive bookings

CARS24, a leading AutoTech company, needed to reduce heavy agent dependency for test drive bookings, offer inquiries, and customer support across its fast-changing vehicle inventory. To improve conversions through WhatsApp and email while cutting operational costs, CARS24 partnered with Gupshup and its Conversation Cloud / ACE platform for an AI-powered discovery-focused chatbot.

Gupshup implemented a Gen AI commerce bot on WhatsApp that synced with CARS24’s live inventory, automated car discovery, and recommended vehicles based on customer preferences. The solution handled 80% of inquiries, lowered agent effort by 60%, and delivered an industry-leading 8% conversion rate for test drives, with reported inquiry handling improving 50% versus the previous vendor.

Cars24

Ayush Gupta

Senior GM - Growth Marketing