How Cars24 improved customer conversations with AI agents
Cars24 reports measurable gains from using voice and chat agents powered by OpenAI, including higher lead recovery and faster scaling of conversation handling.
What changed at Cars24
Cars24 has deployed OpenAI powered voice and chat agents to manage customer conversations at scale. The reported aim is to shift routine conversation work into agent driven workflows while keeping teams focused on higher value tasks.
Business impact in practical terms
The company says it handles over 1M monthly conversation minutes with these AI agents. It also reports recovering 12% of lost leads, which is a concrete customer workflow outcome tied to conversation effectiveness. It further describes bringing agentic workflows to teams across the business rather than limiting AI to a single pilot group.
What UK business teams should do next
If you are evaluating similar deployments, start with the workflow you want to improve. Map where conversations are currently dropped or delayed, then define what the AI agents should do for example answering common questions, qualifying intent, or routing cases. Next, instrument your funnel so you can measure results like lead recovery, conversation resolution rates, and time to handoff. Finally, roll out in stages so agentic workflows reach the relevant teams with clear escalation paths and operational ownership.
Risk and governance to consider
For any voice and chat agent rollout, plan for operational risk management. That includes defining when the system should hand off to humans, setting quality checks for responses, and ensuring your internal teams understand how to use agent outputs in the customer journey. Cars24 describes scaling to multiple teams, which makes governance and escalation design especially important as coverage expands.