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EspañolCARS24 lowers agent costs
by 60% by automating car discovery and test drive bookings
Discovery bot handles 80% of inquiries, resulting in industry-leading 8% conversions with Gupshup Conversation Cloud and AI recommendations.
CARS24 Shifts into High Gear:
8%
60%
with Gupshup Conversation Cloud
Buying a car is a big decision for most families. Partnering with Gupshup has helped us create a 24*7 channel to serve customers. Given our large and ever-changing inventory, we realized the need for an AI-powered discovery bot. Our goal was to reduce the workload on human agents and provide a reliable experience to customers. Thanks to the Gen AI bot and Gupshup Conversation Cloud, we have reduced inquiries by 60% compared to our previous chatbot.
About the Brand
CARS24 is a leading AutoTech company founded in 2015, with operations in India, UAE, and Australia. Currently, they are operational in 100+ cities in India. Besides used car sales, CARS24 also handles vehicle financing. Being in a high-value category like vehicles, the brand has often leaned on innovative approaches to drive (pun intended) car purchases and create brand recall amongst its customer base.
The Brand’s Challenge
CARS24’s CRM and growth marketing team aimed to boost conversions via email and WhatsApp. Their existing chatbot created heavy agent dependency for test drive bookings, offer inquiries, and customer support. This led to increased operational costs and scalability issues. The brand needed an AI-powered discovery-focused chatbot to reduce agent workload, optimize costs, and deliver a more reliable customer experience.
From Discovery to Test Drive with Gen AI
CARS24 implemented Gupshup’s ACE (Autonomous Conversational Engagement) platform to create a Gen AI-powered commerce chatbot for vehicle discovery on WhatsApp. The bot integrated with CARS24’s comprehensive catalog, which was regularly synced to ensure only live vehicles were shown to customers.
The brand promoted the WhatsApp bot through multiple channels: a website widget, marketing messages to their opt-in user base, and offline touchpoints. The AI bot automated incoming inquiries, helping customers find the right vehicle based on their preferences.
As a high-value category requiring immediate assistance, the bot’s accurate product recommendations delivered human-like customer service, resulting in enhanced experiences and increased test drive bookings. This transformation led to remarkable results: an industry-leading 8% conversion rate, 60% lower agent effort, and 80% of inquiries being handled successfully – a 50% improvement compared to their previous vendor.
The Success
Continuous innovation
The Gen AI-powered discovery bot delivered exceptional results for CARS24, transforming their customer engagement and operational efficiency. The WhatsApp bot achieved an impressive 8% conversion rate, setting new benchmarks in the automotive industry for digital engagement and test drive bookings. By automating vehicle discovery and handling routine inquiries, the AI bot reduced agent workload by 60%, allowing human agents to focus on high-value interactions and complex customer needs. The bot successfully handled 80% of all customer inquiries, demonstrating a 50% improvement compared to their previous vendor’s solution.
Use Case Summary
Solution
Conversational Commerce
Conversational Support
Channel
Industry
AutoTech
