Used vehicle market in India gets a tech boost as CARS24 joins forces with ElevenLabs and Google Cloud, aiming to revolutionize the sector using Voice AI technology.
In a groundbreaking move, CARS24, a leading automotive 'super app' founded in 2015, has partnered with ElevenLabs and Google Cloud to transform the used car industry through voice AI technology. This innovative solution is set to redefine trust and customer experience in the sector.
ElevenLabs, a global developer of AI audio tools, was launched in 2022 and is already used by more than 70% of Fortune 500 companies. Its multilingual voice models, now powered by Google Cloud, process over 20,000 hours of customer-agent conversations each month in 14 Indian languages and dialects.
Privacy is a top priority in this system. It features encrypted pipelines, automated redaction of personal identifiers, and consent-based recording, all in compliance with Indian data protection rules.
CARS24 has introduced a 'voice layer' of intelligence, transforming conversations into structured, analyzable data. This innovation has resulted in a 35% increase in first-visit conversions, a 40% decrease in evaluation disputes, and a 25% higher customer satisfaction score. Managers are also able to resolve issues 50% faster, aided by live alerts during conversations.
Jayesh Gupta, Head of AI and Innovation at CARS24, stated, 'The voice AI solution is changing the reality of trust in the used car industry.' Naren Kachroo, Head of AI Go-to-Market at Google Cloud India, added, 'Cloud infrastructure and state-of-the-art LLMs play a critical role in scaling AI use cases.'
CARS24 plans to implement predictive coaching for agents and develop natural-language car discovery capabilities. The ultimate goal is to allow buyers and sellers to complete transactions entirely through voice. Carles Reina, GTM at ElevenLabs, is proud to partner with CARS24 to deliver speech intelligence that works across code-mixed languages, accents, and domain-specific vocabulary.
Google Cloud, which lists ElevenLabs in its marketplace, provides the computing backbone to scale the service while ensuring compliance and security. The system achieves a reported 98.5% accuracy in automotive terminology.
However, there is currently no publicly available information on the names of individuals from ElevenLabs and Google Cloud involved in launching the voice AI solution in India.
This initiative aims to enhance the customer experience in the used car sector, where trust is crucial for deals. The future of car buying and selling could well be a voice command away.
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