How Cars24 scales conversations and builds faster with OpenAI

Cars24 operates one of the world’s largest AI native automotive ecosystems for buying and selling cars in India, with additional operations in the UAE and Australia. The company supports the full car ownership journey, from discovery and financing to resale and post-purchase services, while helping extend the lifecycle of vehicles through a more efficient and accessible pre-owned car ecosystem, in a market where most transactions remain manual, regulated, and fragmented.

Scaling a complex, conversation-driven marketplace

Unlike traditional e-commerce, car buying and selling in India rarely happens in a single session. Much of the process happens outside the app, across calls, document checks, and follow-ups that can take days or weeks. As Cars24 scaled, this created a core challenge: how to deliver consistent, high-quality experiences across millions of interactions without continuously expanding operational teams.

To address this, Cars24 used OpenAI’s technology to build voice and chat agents for buying, selling, financing, follow-up, and support. The company also rolled out ChatGPT Enterprise and Codex across its central organization, helping employees in engineering, finance, legal, marketing, and operations build AI-powered workflows of their own.

Automating the full customer journey with AI agents

Cars24 began with one of the most constrained parts of the business: the middle and bottom of the sales funnel, where conversation drives conversion. Buying or selling a car does not end in a few clicks. Customers need help comparing options, booking visits, preparing documents, arranging financing, and following up after a visit.

Using OpenAI APIs, Cars24 built AI-powered voice and chat agents that support customers across that journey. When a buyer calls Cars24, an AI agent asks about their budget, family size, commute needs, and preferred car type. It recommends cars from the Cars24 catalog, books a test drive, and can help the customer explore financing.