Cars24 has deployed OpenAI-powered voice and chat agents across its buying, selling and support workflows, saying the system now handles more than 1M monthly conversation minutes and re-engages leads that had previously dropped out.
AI agents across the customer journey
The company uses OpenAI APIs to automate conversations at multiple stages of the car ownership lifecycle. For buyers, agents collect budget and usage details, recommend cars from the Cars24 catalog, book test drives, assist with financing and follow up before and after visits. For sellers, agents gather vehicle information, schedule inspections, send reminders and re-engage customers who had stopped responding.
Cars24 reports that AI re-engagement recovered roughly 12% of previously lost seller leads and that customer support resolution rates increased by about 50%. The company also cites an 80% reduction in turnaround time across key service workflows.
“Buying a car in India is a journey, not a transaction. For years, the experience depended on who picked up the phone. AI changes that. Today, we handle over a million conversation minutes a month through AI, giving every customer a high-quality experience at any scale,” said Vikram Chopra, Builder, Cars24.
Codex and internal adoption
Cars24 has embedded Codex into its software development lifecycle and into non-engineering workflows. Product managers use Codex to create and refine Linear tickets, engineers tag Codex into bug reports, and the tool summarizes GitHub activity and posts updates to reduce standups.
The company says Codex has spread beyond engineering to teams in finance, legal, marketing and operations. Examples include automating purchase-request checks, preparing investor reporting workflows and building agents that connect Slack, Gmail and WhatsApp for scheduling and follow-ups.
“I thought Codex would make our engineers faster. What surprised me was how quickly it spread beyond engineering,” said Jayesh Gupta, Builder—AI & Innovation, Cars24.
Approximately 600 central employees reportedly use ChatGPT Enterprise and Codex, with daily active usage estimated at 85–90%.
Original source: OpenAI News