Cars24 partners with OpenAI; CEO says, 'We’ve realized that...system needs to become more intelligent'

Used car marketplace Cars24 has announced a strategic partnership with OpenAI to develop and deploy AI-powered consumer experiences and intelligent agents across its automotive commerce platform, marking a deeper shift toward AI-first operations.

The collaboration combines OpenAI’s enterprise-grade AI models with Cars24’s automotive commerce infrastructure, trust systems and large-scale operational stack. The integration will span customer journeys and internal workflows, including vehicle discovery, customer support, sales, financing processes and post-purchase engagement.

The company said the initiative is not a pilot project. It is being embedded directly into production systems to reduce friction across the lifecycle of buying, selling, financing and owning a car.

Cars24’s engineering, product and AI teams will work with OpenAI to build, test and scale intelligent agents capable of operating across high-volume workflows and decision-support systems in multiple markets. The objective is to move beyond incremental automation and create intelligent systems that assist decisions, streamline complexity and improve outcomes at scale.

Early deployments using OpenAI’s Enterprise APIs have shown measurable operational gains. According to the company, support resolution rates have increased by 50% through agent-assisted troubleshooting and intelligent knowledge retrieval. Turnaround time across key service workflows has reduced by 80%. AI-powered outbound agents now handle 20% of customer outreach and conversations.

These deployments are already live in production environments.

Cars24 has also launched its application on the ChatGPT Store, enabling users to discover new and used cars through a conversational interface.

As part of the partnership, the company is rolling out ChatGPT Enterprise across its central workforce. Early adoption data shows about 85 per cent daily active usage among employees. Teams across customer operations, sales, engineering, product, marketing and analytics are using the platform to summarise complex operational cases, analyse large datasets, accelerate code development and QA cycles, and prototype product ideas with shorter iteration loops.

Vikram Chopra, CEO and Founder of Cars24, said the automotive commerce ecosystem remains operationally heavy, with fragmented information and multiple checkpoints.

“Automotive commerce is operationally heavy by nature with multiple checkpoints, fragmented information and high-consideration decisions. Over time, we’ve realized that incremental improvements aren’t enough; the system itself needs to become more intelligent. Our collaboration with OpenAI is a step in that direction. By embedding AI into core workflows rather than layering it on top, we can reduce manual dependencies, improve consistency and shorten decision cycles. We don’t see this as a short-term advantage, but as foundational infrastructure that will compound in efficiency and trust over the years,” Chopra said.