CARS24, India’s leading used car marketplace, has partnered with voice AI pioneer ElevenLabs and Google Cloud to integrate real-time speech intelligence across more than 100 hubs nationwide. The initiative aims to enhance customer trust and streamline transactions in the pre-owned car segment.

Powered by ElevenLabs’ multilingual voice models and hosted on Google Cloud, the system processes over 20,000 hours of conversations each month in 14 Indian languages and dialects. With 98.5% accuracy in automotive terminology, CARS24 has introduced a “voice layer” that transforms verbal interactions into structured, actionable insights.

The impact has been significant: first-visit conversions have risen by 35%, evaluation disputes have dropped by 40%, and customer satisfaction scores are up by 25%. Managers now resolve issues 50% faster, supported by real-time conversation alerts.

Privacy remains central, with encrypted pipelines, automated redaction of sensitive information, and consent-based recording in line with India’s data protection norms. Google Cloud provides the secure, compliant infrastructure needed to scale this innovation.

Looking ahead, CARS24 plans to introduce predictive coaching for agents, natural-language car discovery, and multilingual voice commerce, enabling end-to-end transactions powered by voice. This collaboration positions CARS24 as a frontrunner in building customer trust through AI-driven innovation in India’s automotive ecosystem.