How Cars24 Scales Automotive Marketplace Operations with OpenAI

Cars24 has integrated OpenAI technology to automate high-volume customer interactions and internal business operations, enabling the company to scale its automotive ecosystem across India, the UAE, and Australia without linearly increasing operational headcount.

Automating the Customer Journey with AI Agents

Cars24 uses OpenAI APIs to deploy voice and chat agents that manage the middle and bottom of the sales funnel, where conversation is the primary driver of conversion. These agents handle the complex, multi-session nature of car transactions by managing the following workflows:

Buyer Workflows

• Discovery and Qualification: AI agents identify customer budgets, family size, commute needs, and car preferences to recommend specific vehicles from the catalog.
• Scheduling: Agents book test drives and send confirmation reminders prior to the visit.
• ** uma Alternative Exploration:** If customer preferences change, agents suggest alternative vehicles.
• Post-Visit and After-Sales: AI agents follow up after test drives to determine if the customer wants to proceed, book additional visits, or explore other options. They also provide support for warranty questions, returns, and general feedback.

Seller Workflows

• Lead Management: AI agents collect vehicle details, schedule inspections, and send reminders.
• Re-engagement: For leads that typically drop out after 10 days, AI agents re-engage customers to qualify renewed intent and return them to the sales funnel when pricing aligns with customer expectations.
• Appointment Recovery: Agents help reschedule missed appointments and gather competitive insights when customers sell their vehicles elsewhere.

According to Vikram Chopra, a Builder at Cars24, the company now handles over a million conversation minutes per month via AI to ensure a consistent customer experience at scale.

Integrating Codex into the Software Development Lifecycle

Cars24 has embedded Codex into its daily operational workflows, moving beyond using it as a standalone coding tool to treat it as a participant in the project management lifecycle.

• Ticket Management: Product managers use Codex to create and refine tickets in Linear.
• Task Execution: Engineering teams tag Codex in bug reports to handle defined tasks.
• GitHub Integration: Codex summarizes work across GitHub and posts updates for teams, reducing the necessity for frequent standup meetings.

To facilitate this, Cars24 reoriented its project management around Linear, creating a streamlined path for Codex to support the transition from ticket creation and task grooming to implementation and bug resolution.

Scaling AI-First Internal Operating Models

Cars24 has deployed ChatGPT Enterprise and Codex to approximately 600 employees in its central organization, reporting a daily active usage rate of 85% to 90%. This has shifted the company toward an operating model where non-engineering teams build their own tools to solve business problems.

Cross-Functional Applications

• Finance and Investor Relations: Teams use Codex to extract data from systems of record, perform analysis, and prepare investor reporting without manual data collection from business heads.
• Procurement Automation: A finance workflow uses Codex to review purchase requests and orders above a specific threshold, automatically flagging anomalies and auto-approving requests that meet all criteria.
• Administrative Automation: Various teams have developed "chief of staff" agents that integrate Slack, Gmail, and WhatsApp to manage scheduling, hiring workflows, and communication follow-ups.

Jayesh Gupta, Builder—AI & Innovation at Cars24, noted that the adoption of Codex beyond engineering has changed how the entire company thinks about getting work done, allowing employees to build necessary tools independently of centralized engineering support.