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India's biggest car marketplace Cars24 supercharges both conversations and internal work with OpenAI!

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Hey everyone, it's Shiichan! Today I found a story about how AI is reshaping the car-buying and selling experience. It's about a big used-car platform in India.

OpenAI News openai.com

What was announced?

This is a customer story published on OpenAI's News. Cars24, an AI-native used-car ecosystem operating mainly in India as well as the UAE and Australia, built voice and chat agents on OpenAI's API to support customers through buying, selling, financing, and after-sales service.

Why it matters

Buying or selling a car in India traditionally meant phone calls, paperwork checks, and repeated follow-ups, often taking anywhere from several days to weeks to complete. The process was manual and fragmented across many steps.

By building voice and chat agents that now handle over 1 million conversation minutes a month, Cars24 was able to pull these fragmented steps together into a single, connected experience, which is the core of this story.

What changes

The customer-facing AI agents work differently depending on whether you're buying or selling.

  • For buyers: recommending cars based on budget and needs, booking test drives, and supporting the financing process
  • For sellers: collecting vehicle details, scheduling inspections, and sending reminders
  • Follow-up: pre-purchase confirmations and post-purchase warranty and after-sales support

By having AI agents handle this consistently, Cars24 keeps customer interactions consistent without needing to scale up its operations team.

Dive Deep

What's interesting is that Cars24 didn't stop at customer-facing use cases, it also built AI deeply into internal operations. About 600 employees use Codex internally, with daily active usage between 85% and 90%.

Here's how it's actually used:

  • Product managers use Codex to create Linear tickets
  • Engineers tag Codex on bug reports to help resolve them
  • The finance team automates anomaly detection on purchase invoices
  • Multiple teams have built their own "Chief of Staff"-style agents

Jayesh Gupta, head of AI and innovation, says AI adoption spread beyond engineering to the whole organization, calling it something that "changed how we work."

Wrap-up

  • Cars24 built voice and chat agents on OpenAI's API that handle over 1 million conversation minutes a month
  • AI supports buyers and sellers separately, from car recommendations and inspection scheduling to pre- and post-purchase follow-up
  • About 600 employees use Codex internally (85-90% daily active usage), with AI reaching finance and product management too
  • AI adoption is described as having changed how the whole organization works, not just engineering

If you want a real-world example of scaling AI agents across both customer-facing and internal work, this one's worth a look!

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