Cars24 deploys ElevenLabs voice AI to lift test‑drive sales conversions by 35%
Cars24 deployed ElevenLabs voice AI to analyze test‑drive conversations, boosting sales conversions by 35% according to a December case study. The system processed over 22,000 hours of audio from more than 300 retail hubs, translating chatter into structured data that flags mechanical issues, loan objections and missed sales steps.
Managers now view transcripts that separate speaker roles and tag each exchange by customer, salesperson, car and hub, enabling comparisons by model, region or location. About 70% of Cars24 buyers are purchasing their first car, and the AI also captures language variations tied to the vehicle and local dialect. The retailer employs more than 1,300 contact‑center agents, with nearly half of its sales involving an assisted call, and it aims for AI to handle 30% of all calls. The contact‑center agents have collectively handled more than three million minutes of customer calls, and the shift to AI has cut calling expenses by half. Many Cars24 purchases are finalized after the test drive, often during a follow‑up phone call with a contact‑center agent.
“Customers do not want a chatbot. They want intelligence,” Akira Fukabori, CEO of avatarin said.
Other retailers are also experimenting with voice agents; Home Depot’s system understood caller intent within ten seconds and resolved issues four times faster than a phone menu, PYMNTS reported. A PYMNTS Intelligence report found 45% of consumers would be comfortable letting an AI agent complete a purchase, rising to 54% among Gen Z.
What we know
Cars24 has analyzed more than 22,000 hours of audio across more than 300 retail hubs, according to a case study ElevenLabs published in December.
Sales conversions rose 35%, customer satisfaction improved 20% and hub operating costs fell 10%, the case study said.
Cars24 employs more than 1,300 contact center agents, and nearly half of its sales involve an assisted call, the case study said.
Its goal is for AI to handle 30% of all calls, ElevenLabs said.
Calling costs fell 50%, according to the case study.