Automating the Full Customer Lifecycle
Cars24, a large-scale automotive marketplace, utilized OpenAI APIs to build voice and chat agents that manage the entire car buying and selling journey. Because these transactions are rarely single-session events, the AI agents handle multi-day interactions including budget qualification, test drive scheduling, document collection, financing exploration, and post-purchase support. By automating these touchpoints, the company successfully recovered 12% of previously lost seller leads and now manages over 1 million conversation minutes per month, ensuring consistent service quality without linear headcount growth.
Embedding AI into the Operating Model
Beyond customer-facing agents, Cars24 integrated Codex and ChatGPT Enterprise into its internal operations to shift from a centralized engineering model to an AI-first operating model.
- Software Development: Engineering and product teams use Codex to automate ticket grooming, bug reporting, and status updates within Linear, significantly reducing the need for manual standups.
- Cross-Functional Automation: Non-technical teams, including finance and legal, use AI to build their own tools. For example, finance teams use Codex to pull data from systems of record for investor reporting and to automate the review and approval of purchase orders by flagging anomalies.
- Operational Impact: With 600 employees using these tools daily (85-90% adoption), the company has seen an 80% reduction in turnaround time for key service workflows. By empowering employees to build their own "chief of staff" agents that connect disparate systems like Slack, Gmail, and WhatsApp, Cars24 has effectively decentralized innovation, allowing teams to solve operational bottlenecks without waiting for centralized engineering support.