How Cars24 scales conversations and builds faster with OpenAI

An automotive marketplace company uses OpenAI-powered AI agents to handle customer conversations at scale, managing over a million monthly conversation minutes across buying, selling, financing, and support workflows. The agents improve customer experience consistency by automating the multi-step, conversation-driven process of car transactions, which in markets like India typically occur over days or weeks rather than in single sessions. Internally, the company deployed AI tools to about 600 employees across finance, engineering, legal, marketing, and operations, enabling teams to build their own workflows and automate tasks without waiting for centralized support. This demonstrates how AI can move from experimental pilots to production systems when integrated into specific business processes, functioning as both a customer engagement layer and an internal operating layer.