Cars24 teams up with ElevenLabs and Google Cloud to revolutionize India's second-hand auto market through Voice AI technology integration.
In a groundbreaking move, CARS24, the Indian used car marketplace, has partnered with ElevenLabs and Google Cloud to implement real-time speech intelligence across over 100 hubs in India. This innovative initiative aims to enhance the customer experience in the used car sector, where trust plays a crucial role in transactions.
CARS24, founded in 2015 and positioning itself as an automotive 'super app', has already made strides in the industry by partnering with companies like ICICI Bank, HDFC Bank, and various automobile service providers. Now, they are taking it a step further with the introduction of a voice-enabled system.
The system, powered by ElevenLabs' multilingual voice models and hosted on Google Cloud, processes over 20,000 hours of customer-agent conversations each month in 14 Indian languages and dialects. It is designed to analyze and structure conversations that were previously unstructured, leading to increased first-visit conversions (35%), reduced evaluation disputes (40%), higher customer satisfaction scores (25%), and faster issue resolution (50%) for managers.
Carles Reina, GTM at ElevenLabs, is proud to partner with CARS24 to deliver speech intelligence across code-mixed languages, accents, and domain-specific vocabulary. He stated, 'Our AI audio tools are used globally across industries, and we are thrilled to be a part of this transformative initiative in the used car sector.'
The new system introduces a 'voice layer' of intelligence to CARS24's operations. Buyers and sellers may soon be able to complete transactions entirely through voice, making the process more convenient and efficient. CARS24's Head of AI and Innovation, Jayesh Gupta, states that the voice AI solution is changing the industry's trust issues.
Naren Kachroo, Head of AI Go-to-Market at Google Cloud India, emphasizes the role of cloud infrastructure and state-of-the-art LLMs in scaling AI use cases. Google Cloud provides the computing backbone to scale the service while ensuring compliance and security.
Moreover, the system includes privacy features such as encrypted pipelines, automated redaction of personal identifiers, and consent-based recording in compliance with Indian data protection rules.
CARS24 also plans to develop natural-language car discovery capabilities and introduce multilingual voice commerce capabilities in the future. With these advancements, CARS24 is set to redefine the used car trading experience in India.
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