CarMax IncDeploys Sierra AI voice agents to improve call resolution and reduce unresolved calls.

CarMax, the nation’s largest used car retailer, is working with Sierra to enhance its inbound call experience using advanced AI voice-enabled agents. Deployed in May, the Sierra agents use conversational questions to quickly answer common inquiries like store hours and vehicle availability, and to route customers to associates more consistently. Since launch, CarMax has seen an increase in call resolution and a decline in unresolved calls, and plans to add appointment management for appraisals and test drives. Shamim Mohammad, CarMax Chief Information and Technology Officer, said the partnership ensures frequent questions are answered on demand, freeing associates to focus on bigger car-shopping decisions. Bret Taylor, Co-Founder and CEO of Sierra, noted the AI eliminates hold times and repetitive transfers while letting associates spend more time helping customers find the right car.
CarMax IncDeploys Sierra AI voice agents to improve call resolution and reduce unresolved calls.
CarMax partnership showcases Sierra's AI agents, likely driving adoption and revenue.