Cars24, which operates one of the world's largest AI-native automotive ecosystems for buying and selling cars across India, the UAE, and Australia, has integrated OpenAI technology across both customer-facing and internal operations. The company now handles over one million monthly conversation minutes through AI agents, achieving a 50% increase in customer support resolution rates and an 80% reduction in turnaround time across key service workflows.
AI Agents Reshape the Customer Journey
Unlike conventional e-commerce, buying or selling a car in India rarely concludes in a single session. The process spans calls, document verification, and follow-ups that can stretch over days or weeks. As Cars24 scaled, maintaining consistent quality across millions of interactions without continuously expanding operational teams became a central challenge.
To address this, Cars24 built AI-powered voice and chat agents using OpenAI APIs that support customers throughout the entire car ownership journey — from discovery and financing to resale and after-sales service.
When a buyer contacts Cars24, an AI agent inquires about their budget, family size, commute needs, and preferred car type. It then recommends vehicles from the catalog, books test drives, and assists with financing exploration. Before the test drive, the agent follows up to confirm the visit, suggest alternatives if preferences have shifted, and gather additional financing details. After the visit, the AI agent checks whether the customer wants to proceed, schedule another visit, or explore different options. Post-purchase, agents continue supporting customers with feedback, warranty questions, returns, and after-sales service.
For sellers, the workflow mirrors this approach. An AI agent collects vehicle details, schedules inspections, sends reminders, helps reschedule missed appointments, and gathers competitive insights if a customer has sold their car elsewhere. For leads that previously dropped out after ten days, AI agents now re-engage customers, qualify renewed intent, and return them to the funnel when Cars24 can meet their price expectations — recovering 12% of previously lost seller leads.
"Buying a car in India is a journey, not a transaction," a Cars24 representative noted. "For years, the experience depended on who picked up the phone. AI changes that. Today, we handle over a million conversation minutes a month through AI, giving every customer a high-quality experience at any scale."
Codex Becomes an Internal Operating Layer
Beyond customer interactions, Cars24 has deployed ChatGPT Enterprise and Codex to approximately 600 employees across its central organization, with 85% to 90% daily active usage. Teams in engineering, finance, legal, marketing, and operations now use AI to build workflows, automate recurring tasks, and move work across systems more efficiently.
Cars24 treats Codex not as a standalone coding tool but as a participant in day-to-day work. Product managers use it to create and refine Linear tickets. Engineering teams tag Codex into bug reports so it can pick up defined tasks. Codex also summarizes work across GitHub and posts updates for teams, reducing the number of standups needed to keep projects moving.