Cars24 has implemented OpenAI-powered voice and chat agents, along with Codex and ChatGPT Enterprise, to manage growing customer interaction volumes and streamline internal workflows. According to the company, those AI agents now handle more than 1 million monthly conversation minutes and have recovered roughly 12% of previously lost seller leads.
The problem they addressed
Cars24 operates one of the world’s largest AI-native used-car ecosystems in India and also runs operations in the United Arab Emirates and Australia. The company supports the entire car ownership lifecycle: discovery, financing, resale and after-sales services. In India, buying and selling cars often does not conclude in a single online session but unfolds across phone calls, document checks and follow-ups that can take days or weeks. As Cars24 scaled, the core challenge became how to deliver consistent, high-quality experiences across millions of interactions without continually expanding operations teams.
How the AI agents work across the customer journey
Using OpenAI APIs, Cars24 built voice and chat agents to support buying, selling, financing, follow-up and customer support. For buyers, an AI agent asks about budget, family size, commute needs and preferred car type, recommends listings from the Cars24 catalog, books test drives and helps explore financing options.
The agent confirms the visit before a test drive, suggests alternative vehicles if preferences change, and collects additional financing details. After the visit, an AI agent checks whether the customer wants to proceed, schedule another visit, or consider other options. Post-purchase, agents continue to support customers with feedback collection, warranty questions, returns and after-sales service.
For sellers, the workflow is similar: an AI agent gathers vehicle details, schedules inspections, sends reminders, helps reschedule missed appointments and collects competitive insights if the car was sold elsewhere. For leads that previously dropped out after about ten days, AI agents now re-engage customers, re-qualify intent and bring them back into the funnel when Cars24 can meet the price they seek.
Codex and ChatGPT Enterprise in internal workflows
Cars24 deployed Codex across the software development lifecycle, treating it as a participant in day-to-day work rather than only a standalone coding tool. Product managers use Codex to create and refine Linear tickets. Engineering teams tag Codex into bug reports so it can take on defined tasks. Codex also summarizes work across GitHub and posts updates for teams, reducing the number of standups needed to keep work moving.
The company reoriented project management around Linear within weeks, establishing a clearer path for Codex to support daily work. Across product, design and engineering teams, Codex now helps move work from ticket creation and grooming to implementation, bug resolution and updates.
AI as an operating layer and finance use cases
Adoption of Codex has extended beyond engineering: AI now acts as an operating layer that enables teams to build their own tools and accelerate business improvements. In finance and investor relations, Cars24 teams use Codex to pull figures from systems of record, run analyses and prepare investor reporting workflows without manually chasing inputs from multiple business heads.
Another finance workflow has Codex reviewing purchase requests and purchase orders above a defined threshold: the automation checks for anomalies, flags concerns and auto-approves requests where no issues are found.
Some teams have created “chief of staff” agents that connect Slack, Gmail, WhatsApp and other systems to manage communication, scheduling, hiring processes and follow-ups, reflecting a broader trend of employees building the tools they need rather than waiting for centralized engineering support.
Impact and adoption across the organization
Cars24 reports that it deployed ChatGPT Enterprise and Codex to about 600 central employees, with daily active usage around 85–90%. Teams across engineering, finance, legal, marketing and operations use AI to build workflows, automate recurring tasks and move work across systems more efficiently.
Cars24’s experience illustrates how AI can move from pilots to production when it is tied to concrete business workflows. The company began with high-volume customer conversations where OpenAI-powered agents could improve lead coverage, enhance conversion and create a more consistent experience across the buying and selling journey.
In summary, at Cars24 AI is becoming both a customer engagement layer and an internal operating layer, enabling the company to serve more customers, build faster and scale with greater consistency.
