B2B Commerce

How IndiaMART Deployed India's Largest Agentic AI System in Live Commerce

India’s largest B2B marketplace moved buyer-seller matchmaking onto agentic AI, handling millions of conversations a month without adding headcount.

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15%

Lower Cost

20%

Higher Conversions

90%

Peak connect rate

Pilot to full rollout in 9 weeks

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The challenge

What IndiaMART needed to solve

Every new buyer enquiry needed a call within minutes across hundreds of categories and a dozen languages. Human telecalling could not hold that response time at marketplace scale, and delayed calls meant lost transactions.

Deployment snapshot

Sector: B2B Commerce
Languages
Timeline: Pilot to full rollout in 9 weeks
Lower Cost: 15%
Higher Conversions: 20%

The approach

How the programme was built

Instant buyer qualification

Agentic voice AI qualifies buyer intent, budget, and category within 90 seconds of an enquiry landing.

Two-sided verification

Seller-side confirmation calls run in parallel so both sides of the transaction are verified before handoff.

One system of record

Two-way sync with the internal CRM keeps lead status, recordings, and transcripts in one place.

The outcome

Results in production

The programme now runs as the largest agentic AI deployment in live Indian commerce, with lower cost per transaction and materially higher conversion on the same enquiry base.

15%

Lower Cost

20%

Higher Conversions

QA parameters audited

<800ms

Response latency

“We stopped choosing between response time and cost. The agents call every enquiry the moment it lands, in the buyer’s language.”

Head of Growth Operations

IndiaMART

15%Lower Cost

More outcomes

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