call_center_ai · ecommerce · workflow
Cars24 uses ElevenLabs Agents to power India's largest voice-driven car retail operation
Cars24 lacked visibility into thousands of weekly test drives where mechanical issues, loan objections, and SOP misses went undetected, causing inconsistent customer experiences and hindering regional decision-making. A large contact center also needed to serve predominantly first-time car buyers with timely, high-quality call guidance at scale.
How it works
Common implementation structure
How this type of workflow is generally built, generalized across documented cases — not tied to any one vendor's stack. Click any stage to read what happens there. Specific products that implement these stages appear in “Tools commonly seen” below.
Stage 1 · Test drive audio streamed to Scribe
Tablets with open-mic recording stream test drive audio directly to ElevenLabs Scribe for transcription and diarization.
Tools used
ElevenLabs ScribeElevenAgentsScribe Realtime V2TTS Flash v2.5LLM pipeline
Outcome
The on-ground intelligence system processed 22,000+ hours of audio, yielding a 35 percent conversion uplift, 20 percent CSAT improvement, and 10 percent hub cost reduction. The AI voice agent system now handles more than 3 million minutes of calls, achieving 45 percent assisted sales and a 50 percent reduction in calling costs.
Results
Time saved3 million+
Volume35 percent
Cost replaced22,000+
Grounding & classification
Source type: vendor customer story
39 fields verified against source quotes.
ai agentconversational aidata extractionspeech to textvoice aicall recordingmetric backednamed customerproduction runtime claimedsource backedtools describedworkflow describedautomotiveretailautomation rateconversion increasecost reductioncustomer satisfactionthroughput increasevendor customer storycall center aiquality assurancesales outreachautonomous resolutionmonitor detect alertvoice call handling