Cars24 Revolutionizes the Automotive Market with OpenAI's AI

Cars24: An Automotive Ecosystem Transformed by AI

Cars24, a major player in the automotive market in India, has integrated agents powered by OpenAI to efficiently manage over one million minutes of conversation each month. This initiative has allowed the company to recover 12% of lost leads while introducing AI-based workflows within its teams.

• Over one million minutes of monthly conversations are managed by AI agents.
• 50% improvement in customer support request resolution rates.
• 80% reduction in processing time across key service flows.
• 12% of previously lost seller leads have been recovered through AI-powered re-engagement.

Present in India, the United Arab Emirates, and Australia, Cars24 operates one of the largest AI-native automotive ecosystems in the world. The company covers the entire car ownership journey, from discovery to financing, resale, and after-sales services. It thus contributes to extending the lifecycle of vehicles through a more efficient and accessible used car ecosystem, in a market where most transactions remain manual, regulated, and fragmented.

A Complex Market Focused on Conversation

Unlike traditional e-commerce, buying and selling cars in India often involves lengthy and complex processes. These transactions require multiple interactions, including calls, document checks, and follow-ups that can extend over several days or weeks. As it expanded, Cars24 faced the challenge of delivering consistent, quality experiences across millions of interactions without significantly increasing its operational teams.

To overcome this hurdle, Cars24 adopted OpenAI technology to create dedicated voice and chat agents for buying, selling, financing, tracking, and support. The company also deployed ChatGPT Enterprise and Codex within its central organization, enabling employees in engineering, finance, legal, marketing, and operations departments to develop their own AI-powered workflows.

Automating the Customer Journey with AI Agents

Cars24 began by targeting the most critical stages of its business process: the middle and bottom of the sales funnel, where conversation is essential for conversion. Buying or selling a car is not just a few clicks. Customers need assistance to compare options, book visits, prepare documents, arrange financing, and follow up after a visit.

Using OpenAI APIs, Cars24 developed AI-powered voice and chat agents to guide customers throughout this journey. When a buyer contacts Cars24, an AI agent asks questions about their budget, family size, commuting needs, and preferred vehicle type. The agent then recommends cars from Cars24's catalog, books a test drive, and helps the customer explore financing options.

The agent follows up before the test drive to confirm the visit, suggest alternative cars if preferences have changed, and gather additional details for financing. After the visit, an AI agent checks if the customer wants to proceed, book another visit, or explore another option. After the purchase, agents continue to support customers with feedback, warranty questions, returns, and after-sales services.

For sellers, the process follows a similar path. An AI agent collects vehicle details, schedules an inspection, sends reminders, helps reschedule missed appointments, and gathers competitive information if a customer has sold elsewhere. For leads that tended to drop off after 10 days, AI agents now re-engage customers, qualify renewed intent, and bring them back into the funnel when Cars24 can offer the desired price.

“Buying a car in India is a journey, not a transaction. For years, the experience depended on who picked up the phone. AI is changing that. Today, we manage over one million minutes of conversation per month thanks to AI, providing every customer with a high-quality experience at any scale.” — Vikram Chopra, Builder, Cars24

Integrating Codex into Software Development

Cars24 has also integrated Codex throughout its software development cycle, viewing it as a key player in daily work rather than just a coding tool.

• Product managers use Codex to create and refine Linear tickets.
• Engineering teams tag Codex in bug reports for it to handle defined tasks.
• Codex also summarizes work on GitHub and publishes updates for teams, reducing the number of meetings needed to advance work.

Cars24 reoriented its project management flows around Linear in just a few weeks, creating a clearer path for Codex to support daily work. In product, design, and engineering teams, Codex now helps transition work from ticket creation and task management to implementation, bug resolution, and updates.

“I thought Codex would make our engineers faster. What surprised me was how quickly it spread beyond engineering. Product managers, finance teams, and even daily workflows began to change. That’s when I realized we hadn’t just changed how we write code; we had changed how the entire company thinks about executing work.” — Jayesh Gupta, Builder—AI & Innovation, Cars24

Extending Agent Workflows to All Teams

One of the most significant changes has been the adoption of Codex beyond engineering, with AI becoming an operational layer that helps teams solve their own problems, build their own tools, and improve the business more quickly.

In finance and investor relations departments, for example, Cars24 teams use Codex to extract figures from their record systems, perform analyses, and prepare reporting flows for investors without having to manually solicit contributions from multiple business leaders.

Another financial workflow uses Codex to review purchase requests and purchase orders exceeding a defined threshold. The automation checks for anomalies, flags concerns, and automatically approves requests when no issues are found.

These examples reflect a broader shift within Cars24: employees are increasingly building the tools they need instead of waiting for centralized engineering support. Some teams have built “chief of staff” agents that connect Slack, Gmail, WhatsApp, and other systems to manage communication, scheduling, recruitment workflows, and follow-ups.

Towards an AI-Driven Operational Model

Cars24's experience demonstrates how AI can move from pilots to production when linked to specific business workflows. The company started with high-volume customer conversations, where OpenAI-powered agents could enhance lead coverage, support conversion, and create a more consistent experience throughout the buying and selling journey.

Internally, Cars24 has deployed ChatGPT Enterprise and Codex to around 600 employees within its central organization, with 85% to 90% daily active usage. Engineering, finance, legal, marketing, and operations teams now use AI to build workflows, automate recurring tasks, and advance work across systems more efficiently.

For Cars24, AI is becoming both a customer engagement layer and an internal operational layer, helping the company serve more customers, build faster, and grow with greater consistency.