Carro Launches AI Voicebot Across Southeast Asia's Auto Industry
How Southeast Asia's largest automotive marketplace scaled hyper-personalised outreach in local languages.
Story
Carro, Southeast Asia's largest automotive marketplace, set out to transform the traditional car-selling experience across the region. With a strong drive to digitise and personalise customer outreach, Carro partnered with NexovaVoice to deploy AI-driven voice agents — first launching in Indonesia in December 2020 as part of a broader regional rollout strategy.
The voice agents were designed specifically for individuals looking to sell their vehicles, delivering hyper-personalised engagement at scale across multiple ASEAN languages and localised accents.
The Challenge: Scaling Personalised Outreach Across a Diverse Region
Southeast Asia's automotive market spans dozens of languages, dialects, and cultural contexts. Traditional outreach — relying on human agents — was limited in volume, inconsistent in quality, and expensive to scale across markets. Carro needed a solution that could handle high call volumes, sound genuinely human, and adapt to each customer's language and context.
NexovaVoice voice agents: Conversational AI Built for ASEAN
Powered by NexovaVoice's proprietary AI framework, Carro's automotive voice agent module is several orders of magnitude more sophisticated than standard virtual assistants. The system listens, understands, and speaks multiple ASEAN languages with localised accents — incorporating natural human-like pauses, clarification statements, and follow-up cues.
Key Capabilities
- Multi-language support across major ASEAN languages with localised accents
- Natural conversational flow with pauses, clarifications, and chasing statements
- Full conversation handling for the vast majority of calls without human handoff
- Self-learning dialogue management with speech pattern recognition
Results at a Glance
Over 95% of callers cannot tell the difference between a voice agent and a human agent
Total potential leads engaged by voice agents since deployment
The voice agents handle almost four times the call volume of human agents
Customer Satisfaction at Human-Agent Levels
Carro's voice agents maintain a customer response rate comparable to human agents. The system handles entire conversations for the vast majority of calls — and customers regularly thank the voice agent when calls conclude, a testament to the authenticity of the conversational experience.
“Our voice agents have been developed and optimised for the ASEAN market. We are excited about our partnership with Carro and look forward to helping more clients across the region automate highly human-like customer experiences at scale while delivering enhanced business results." — Elena Marsh, Co-founder & President, NexovaVoice
Regional Expansion
Following the successful December 2020 launch in Indonesia, the Carro-NexovaVoice voice agent deployment is being extended across Southeast Asia as part of Carro's strategy to lead the digitalisation of the regional automotive industry and deliver better experiences for car owners across the region.
