Used-car retailer says the system, launched in May, has lifted call resolution and cut unresolved calls as it expands AI tools for appraisals, browsing and test drives.
CarMax said it is working with Sierra to upgrade its inbound call handling with AI voice agents that route customers more quickly and consistently, regardless of call volume, time or time zone. The system was deployed in May and is designed to ask conversational follow-up questions, answer common queries such as store hours and vehicle availability, and hand customers off more smoothly to a CarMax associate. The company said the rollout has increased call resolution and reduced unresolved calls since launch. CarMax is now developing additional functions, including appointment management for scheduling appraisals, browsing and test drives. Shamim Mohammad, CarMax Chief Information and Technology Officer, said the partnership helps ensure frequent customer questions are answered consistently and on demand, allowing associates to focus on more complex parts of the car-buying journey. Sierra Co-Founder and CEO Bret Taylor said the AI agent reduces hold times and repeated transfers while freeing associates from routine questions. The announcement fits into CarMax’s broader push to use AI across customer service and digital retail. The company said it already operates its 24/7 virtual assistant, Skye, on CarMax.com and was the first U.S. auto retailer with an app in the ChatGPT app store that supports car shopping. CarMax said it has more than 255 stores and about 28,000 associates, and during the fiscal year ended February 28, 2026, sold about 780,000 used vehicles and 540,000 wholesale vehicles. CarMax Auto Finance also originated $8 billion in auto loans in fiscal 2026, contributing to a $16 billion portfolio.