"Used car market in India undergoes transformation through voice AI partnerships between CARS24, ElevenLabs, and Google Cloud"
In a groundbreaking collaboration, ElevenLabs, Google Cloud, and CARS24 have joined forces to revolutionise the used car industry. Carles Reina, GTM at ElevenLabs, is leading the charge, partnering with CARS24 to deliver speech intelligence that works across a variety of languages, accents, and domain-specific vocabulary.
The technology partnership for this venture is with Google Cloud. This partnership will enable CARS24 to develop natural-language car discovery capabilities, transforming the way customers interact with the platform.
CARS24, founded in 2015, positions itself as an automotive "super app," offering services from buying and selling to loans, insurance, and scrappage. With the introduction of this voice AI solution, buyers and sellers could potentially complete transactions entirely through voice, enhancing customer experience in an industry where trust is crucial for deals.
Jayesh Gupta, Head of AI and Innovation at CARS24, stated that this voice AI solution is transforming customer relationships in the used car industry. The initiative, which has already been implemented across more than 100 hubs in India, has led to a 35% increase in first-visit conversions, a 40% decrease in evaluation disputes, and a 25% higher customer satisfaction score.
Managers also benefit from this collaboration, resolving issues 50% faster, aided by live alerts during conversations. Google Cloud hosts the system and provides the computing backbone to scale the service, ensuring compliance and security for the voice AI solution.
Privacy is built into the system, with encrypted pipelines, automated redaction of personal identifiers, and consent-based recording in line with Indian data protection rules. The system processes over 20,000 hours of customer-agent conversations each month in 14 Indian languages and dialects, using ElevenLabs' multilingual voice models.
ElevenLabs, founded in 2022, develops AI audio tools used globally across industries. The platform has a reported 98.5% accuracy in automotive terminology. More than 70% of Fortune 500 companies use ElevenLabs' AI audio tools.
Naren Kachroo, Head of AI Go-to-Market at Google Cloud India, stated that the collaboration with CARS24 and ElevenLabs is enabling a secure, compliant, and high-performance foundation for real-time voice intelligence at scale. CARS24 is also planning to introduce multilingual voice commerce-capabilities and implement predictive coaching for agents.
This collaboration marks a significant step forward in the integration of AI technology into everyday life, particularly in the used car industry. As more businesses embrace this technology, we can expect to see similar transformations across various sectors.
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