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

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.

## 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!