Cars24 Automates Over 1 Million Minutes of Customer Interactions Monthly with OpenAI's Voice and Chat Agents

OpenAI has published a customer story about Cars24, India’s used car marketplace, which uses OpenAI’s voice and chat agents to automate over one million minutes of customer interaction per month. The company has won back 12% of previously lost leads and achieved a high daily usage rate of 85-90% following company-wide adoption of ChatGPT Enterprise and Codex.

Details

• Customer interactions via voice and chat agents: Voice and chat agents built on OpenAI’s API handle customer interactions across buying, selling, financing, follow-ups, and support, processing more than one million minutes of conversation per month
• Winning back lost leads: Built a re-engagement workflow for leads that had previously been abandoned after around 10 days of follow-up, recovering 12% of leads that had gone cold
• Automating seller workflows: Also automated the seller-side experience, including gathering vehicle information, scheduling appraisals, sending visit reminders, and re-engaging leads
• Company-wide ChatGPT Enterprise and Codex adoption: Rolled out ChatGPT Enterprise to roughly 600 employees at the central organization, achieving a high daily active usage rate of 85-90%. Codex is embedded throughout the entire software development lifecycle
• Codex use extends beyond engineers: Product, design, and engineering teams use Codex from ticket creation through implementation, while the finance team automates investor reports and purchase order reviews — reflecting a company-wide operational transformation
• Cross-functional “chief of staff” agents: Multiple teams have built agents that connect Slack, Gmail, and WhatsApp to manage internal communications
• Comment from Cars24 co-founder Vikram Chopra: “Buying a car in India isn’t a transaction, it’s a journey. AI is changing that. We now handle over a million minutes of conversation a month with AI.”

How to try it

Cars24 relies on OpenAI’s suite of APIs used to build voice and chat agents (including the Realtime API and Agents SDK), ChatGPT Enterprise for internal use, and the coding agent Codex. All of these are available to businesses and developers through OpenAI’s developer platform and business plans, ready to be integrated into their own workflows.