Jayesh Gupta Leads CARS24 Into the Era of Real-Time Voice Intelligence

By siliconindia  |  Monday, 15 September 2025, 18:50 IST

Jayesh Gupta Leads CARS24 Into the Era of Real-Time Voice Intelligence
  • Real-time voice AI by CARS24, powered by ElevenLabs and Google Cloud, improves trust, first-visit conversions (+35%), and satisfaction (+25%).
  • The AI system reduces evaluation disputes (-40%) and speeds up issue resolution by 50% through live conversation alerts.
  • Multilingual voice intelligence works across 14 Indian languages with 98.5% accuracy, ensuring privacy and compliance with Indian data protection rules.
CARS24, the popular used car marketplace, has partnered with voice AI firm ElevenLabs and Google Cloud to bring real-time speech intelligence to its network of over 100 hubs across India. The move aims to improve customer experience in a sector where trust often plays a key role in completing deals.
The new system uses ElevenLabs’ multilingual voice models, hosted on Google Cloud, to process more than 20,000 hours of customer-agent conversations every month in 14 Indian languages and dialects. With a reported 98.5% accuracy in automotive terminology, the platform converts conversations into structured data that can be analyzed and acted upon. CARS24 calls this its new 'voice layer' of intelligence, which helps turn fleeting conversations into actionable insights.
Early results from the rollout have been promising. First-visit conversions have increased by 35%, evaluation disputes have dropped by 40%, and customer satisfaction scores are up by 25%. Managers are also resolving issues 50% faster, thanks to live alerts generated during conversations.
Privacy and security have been built into the system from the start. The platform features encrypted pipelines, automated redaction of personal identifiers, and consent-based recording, all in line with Indian data protection regulations. Google Cloud provides the computing power to scale the service while maintaining compliance and performance.
Looking ahead, CARS24 plans to expand the system’s capabilities. Upcoming features include predictive coaching for agents, natural-language car discovery, and multilingual voice commerce. These innovations could allow buyers and sellers to complete transactions entirely through voice, making the process faster and more convenient.
Jayesh Gupta, Head of AI and Innovation at CARS24, said, “The used car industry has faced trust issues for years. Our voice AI solution is changing that. Resolution times are cut in half, and customer satisfaction is rising. With ElevenLabs as our partner, we’re setting a new standard where every interaction builds confidence rather than doubt”.
Carles Reina, GTM at ElevenLabs, added, “India’s linguistic diversity and scale create unique challenges for AI. We are proud to partner with CARS24 to deliver speech intelligence that works across languages, accents, and automotive terms, showing how voice AI can drive customer-focused innovation”.
Naren Kachroo, Head of AI Go-to-Market at Google Cloud India, said, “Cloud infrastructure and advanced AI models are essential for scaling real-time voice intelligence. Our collaboration with CARS24 and ElevenLabs ensures a secure, high-performance foundation for this innovative solution”.
Founded in 2015, CARS24 offers a wide range of automotive services including buying, selling, loans, insurance, and scrappage. ElevenLabs, founded in 2022, provides AI audio tools used globally, including by employees at over 70% of Fortune 500 companies.

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