Cars24, an Indian used-car retailer, has implemented voice AI technology from ElevenLabs across more than 300 retail hubs. The system records hour-long test drives via tablets and uses large language models to analyze conversations. By identifying sales bottlenecks, such as financing concerns or vehicle defects, the company reported a 35% increase in sales conversions.
The retailer has analyzed over 22,000 hours of audio data, leading to a 20% improvement in customer satisfaction and a 10% reduction in hub operating costs. Managers now use the system to track performance metrics across different car models, regions, and individual hubs, ensuring consistency in the sales process for a customer base where 70% are first-time buyers.
Cars24 is also integrating AI voice agents into its contact centers, which employ over 1,300 agents. These AI tools have already processed more than 3 million minutes of customer calls, resulting in a 50% reduction in calling costs. The company aims to automate 30% of all customer calls using this technology, while also planning to expand AI applications into vehicle inspections and financing.
The broader retail sector is increasingly adopting similar voice AI solutions. Data from PYMNTS Intelligence indicates that 43% of retailers are currently piloting AI shopping agents. Other examples include Home Depot, which uses AI to resolve customer inquiries, and Yamada Denki, which engaged 30,000 users during a recent campaign with its own voice-based shopping assistant.
