CarMax said its AI voice technology now covers 100% of inbound calls to stores and its customer experience center (The National CIO Review). Sierra, its agent vendor, describes agents answering questions like store hours and vehicle availability and handing off to associates.
Reported outcomes
Outcomes are reported exactly as stated by the source; we have not independently audited them.
How it works
- Voice agents answer inbound store and customer-center calls.
- Agents ask clarifying questions, answer common queries, and hand off to CarMax associates.
Risks & compliance
- Coverage is not resolution; no resolution rate disclosed
Tools mentioned & how to build it
Disclosure: Some links may earn us a commission; it never affects grades. Tools are listed by fit to this case, never by payment.
Tools mentioned
- Sierra (Sierra)
Conversational AI agents for customer service, chat and voice.
Build a version yourself
- Retell AI
Build and deploy phone agents for scheduling, intake and call routing. - ElevenLabs
Voice models and a conversational-agent platform behind many voice agents. - HubSpot (Breeze agents)
SMB-friendly CRM with Breeze AI agents for prospecting and support.
Sources
“CarMax said its AI voice technology now covers 100% of inbound calls to stores and its customer experience center.”CarMax Drives Agentic AI Across Its Customer Operations
“resulting in quick answers to common questions, such as store hours and vehicle availability, and smoother transitions to a CarMax associate.”CarMax and Sierra
Grade rationale: Named organization with a quantified outcome reported by an independent source. Automated check on Oct 17, 2026: 2/2 quotes and 1/1 outcome claims matched the source. Compiled by the Agent Casefile research desk (AI-assisted; see methodology). Spot an error? Request a correction.
