Used vehicle market in India modernized through collaboration between CARS24, ElevenLabs, and Google Cloud, employing Voice AI technology
CARS24, a leading automotive 'super app' operating in India, has announced a groundbreaking partnership with ElevenLabs and Google Cloud. This collaboration aims to transform the used car sector, a market where trust is paramount for successful transactions.
The partnership focuses on developing natural-language car discovery and multilingual voice commerce-capabilities for CARS24. Powered by ElevenLabs' multilingual voice models, the system processes more than 20,000 hours of customer-agent conversations each month in 14 Indian languages and dialects on Google Cloud.
Google Cloud provides the computing backbone to scale the service while ensuring compliance and security. Amazon Web Services (AWS), too, has joined the fray, offering cloud infrastructure and AI services as part of the partnership.
The voice AI solution developed by CARS24, ElevenLabs, and Google Cloud is designed to build confidence in every interaction in the used car industry. It introduces a 'voice layer' of intelligence that transforms conversations into structured, analyzable data.
The initiative has shown promising results, with first-visit conversions increasing by 35%, evaluation disputes decreasing by 40%, and customer satisfaction scores rising by 25%. Managers resolve issues 50% faster with live alerts during conversations, and the system boasts a reported 98.5% accuracy in automotive terminology.
Carles Reina, GTM at ElevenLabs, highlighted the collaboration's potential in addressing India's linguistic diversity and scale challenges for AI. Naren Kachroo, Head of AI Go-to-Market at Google Cloud India, emphasized the role of cloud infrastructure and state-of-the-art LLMs in scaling AI use cases.
Jayesh Gupta, Head of AI and Innovation at CARS24, stated that the voice AI solution is changing the industry's trust issues. He further mentioned that the company is planning to implement predictive coaching for agents to further enhance the system's efficiency.
Privacy is a priority in the system, with encrypted pipelines, automated redaction of personal identifiers, and consent-based recording in accordance with Indian data protection rules. The platform has more than 100 sales locations across India, and these new features would allow buyers and sellers to complete transactions entirely through voice.
ElevenLabs, founded in 2022, develops AI audio tools used globally across industries, including by employees of more than 70% of Fortune 500 companies. The company's mission is to make AI accessible and useful for everyone, and this partnership with CARS24 and Google Cloud is a significant step towards achieving that goal.
By partnering with CARS24 and ElevenLabs, Google Cloud India is enabling a secure, compliant, and high-performance foundation for real-time voice intelligence at scale. This collaboration is set to redefine the used car marketplace in India, offering a more seamless, trustworthy, and efficient experience for all involved.
