NEW DELHI: AI is no longer riding shotgun at Cars24. It has taken the wheel. The online automotive marketplace processed more than 1.1 trillion AI tokens during the April to June quarter of FY27, nearly tripling its AI consumption over the past two quarters as it accelerated its transformation into a consumer AI company.
The company said AI spending now accounts for 8.88 per cent of its central salary run rate, up sharply from 2.17 per cent two quarters ago, reflecting its growing reliance on AI-led systems across customer engagement, operations and engineering.
AI adoption has become almost universal across the organisation, with 95 per cent of employees using AI every week and 85 per cent using it daily, including non-technical teams. Within engineering, 89 per cent of production code is now AI-assisted, while 99.4 per cent of code reviews are AI-enabled. The company said this has helped lift average engineer productivity by three times, allowing products to be developed and deployed more quickly.
Customer-facing operations also saw a significant jump in AI usage. During the quarter, Cars24’s AI platforms analysed 9.81 million customer conversations, while AI voicebots handled 2.58 million connected conversation minutes, a 30.3 per cent increase over the previous quarter. AI chatbots processed more than 550,000 customer requests, representing 128 per cent quarter-on-quarter growth, as conversational AI expanded across vehicle buying, selling and financing journeys.
AI has also become central to the company’s automotive operations. Around 80 per cent of all vehicle inspections, equivalent to 2.88 lakh inspections, were conducted through AI-led systems, compared with 25 per cent in the previous quarter and 10 per cent two quarters earlier. AI-powered loan disbursals climbed to 65 per cent, covering 4,158 loans, more than doubling from 30 per cent in the preceding quarter.
Operational automation expanded rapidly during the period. Cars24’s Document AI platform processed 8.5 lakh documents, up 143 per cent from the previous quarter, while its Agentic AI platform executed 5.71 million automated workflows, a 314 per cent quarter-on-quarter increase. Across its retail hub network, AI completed 4.23 lakh operational validations, eliminating nearly 10 hours of manual work every day by automating attendance verification, opening and closing checklists, and vehicle slot validation.
The company’s AI infrastructure now comprises six in-house platforms supporting more than 25 production AI use cases across customer support, inspections, computer vision, lending, document intelligence and workflow automation. During the quarter, its Agentic AI platform managed 319 active workflows, while more than 45 AI agents operated across customer support, CRM, WhatsApp and voice channels.
Document AI processed an average of 2.83 lakh documents every month across 27 document types, while Cars24’s in-house imaging platform standardised 50,000 vehicle images every month, generating operational savings of more than Rs 1 crore.
The company’s AI-powered inspection platform, built on more than 20 proprietary computer vision models trained using over one million vehicle inspections, reduced average inspection time from 45 minutes to 26 minutes. During the quarter, it enabled around 3.6 lakh AI-assisted inspections, saving nearly 91,000 inspector-hours.
Conversational AI also continued to gain ground. AI voice agents now deliver 95 to 105 per cent of the conversion performance achieved by human calling teams, while nearly 20 per cent of all customer conversations across buying, selling and financing are now handled by AI. Voice Conversation Intelligence analysed 3.3 million audio minutes every month, generating insights aimed at improving customer service and sales performance.
Cars24, founder and chief executive officer, Vikram Chopra, said, “AI is no longer improving isolated workflows, it is becoming the operating system of Cars24. Processing over one trillion AI tokens in a single quarter reflects the scale at which intelligence now powers every part of our business. From customer conversations and vehicle inspections to engineering and operations, we are building one AI that understands context, learns continuously and simplifies every stage of vehicle ownership.”
Looking ahead, Cars24 plans to build a unified AI layer connecting vehicle buying, selling, financing and ownership services through a shared customer memory. Drawing on 11 years of proprietary transaction, pricing, inspection and service data, the company aims to create a single AI system capable of understanding customers across every interaction throughout the vehicle ownership lifecycle.
