Case Study: Cars24 Improves CSAT by 20% With ElevenLabs

Cars24 operates more than 300 distributed retail hubs across India. With millions of buyers and first-time car owners interacting through test drives, inspections, and financing workflows, maintaining consistent quality at scale is a core operational challenge.

Each test drive lasts roughly 60 minutes, varies by SKU, and reflects regional language nuances. These conversations often surface issues that materially impact conversions, customer satisfaction, and hub economics.

Challenges

Cars24 needed visibility into what happens during thousands of test drives each week. Mechanical issues, loan objections, and SOP misses often went undetected. These gaps created inconsistent customer experiences and made it difficult to drive regional decision-making at scale.

Buying a car is a significant decision in India, particularly for the 70 percent of buyers who are purchasing their first vehicle.

Most conversions therefore happen over the phone, where timely follow-up and high-quality guidance are critical. Cars24 operates 1,300+ contact agents, with nearly half of sales supported by assisted calls.

Solutions

Cars24 deployed a simple, hardware-free solution: tablets with open-mic recording that stream audio directly to ElevenLabs Scribe for transcription and diarization. The output feeds an LLM pipeline that labels customer, salesperson, car, and hub signals, enabling structured analysis of field conversations.

This allows Cars24 to detect issues such as mechanical defects during a drive, categorize objections, and surface patterns by SKU, region, or hub.

Cars24 integrated ElevenLabs ElevenAgents to automate a meaningful share of the contact funnel. Their goal is for 30 percent of all calls to be handled by AI agents, reducing wait times and increasing throughput without compromising the customer experience.

The system uses:

• Scribe Realtime V2 for live transcription
• TTS Flash v2.5 for natural, low-latency responses
• Workflow orchestration tuned for buying guidance and objection handling

Cars24 is building an AI-native operating model where voice is central to customer understanding and sales execution.

By combining on-ground intelligence with real-time voice automation, they are closing operational blind spots, improving conversions, and creating a more reliable buying experience nationwide.

The company continues to expand its use of voice AI across inspection, sales, financing, and post-sale workflows.

Results

Cars24 now drives data-led operational decisions across regions, resulting in measurable business improvements:

• 22,000+ hours of analysed audio
• 35 percent conversion uplift
• 20 percent improvement in CSAT
• 10 percent reduction in hub costs

Cars24 now completes more than 3 million minutes of AI-supported calls, enabling efficient scaling while maintaining a consistent brand experience.

• 3 million minutes of AI-supported calls
• 45% assisted sales
• 50% reduction in calling costs

As Cars24 puts it: the mission is clear – better drives, better lives.

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This post has been re-published by kind permission of ElevenLabs - view the original article.

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Reviewed by: Robyn Coppell