Chhatrapati Sambhajinagar
Cars24 has reduced nearly 75 per cent of customer care workload through its artificial intelligence assistant, said Atul Anand Jha during the session on “Discriminative AI for Enterprises – Cars24 Case Study.”
Jha, ML platform engineer at CARS24, was joined by Jaiprakash Prasad, Suresh Shakkarwar, and Amol Warad, who outlined how enterprises are deploying AI at scale. Jha said the company has integrated AI-powered voice calling, automated vehicle inspection for insurance, PII detection aligned with DPDP compliance, and real-time workflow optimisation. Tools such as OpenAI GPT and ElevenLabs are being used for emotion detection and real-time conversational processing, bridging the gap between proof-of-concept and production systems. He explained that discriminative AI models, trained on structured and labelled data, help classify, predict and assess risks with greater accuracy. Automation in inspection and customer handling has allowed workforce redeployment to higher-value tasks, significantly reducing operational costs. Experts emphasised that while generative AI is gaining popularity, discriminative AI continues to anchor enterprise applications where precision, reliability and data-driven decisions are critical for business growth.