PartnershipAug 6, 2026, 09:34 AM

CarMax Partners with Sierra for AI-Powered Customer Call Experience

AI Summary

CarMax, the nation's largest used car retailer, announced a partnership with Sierra to enhance its inbound call experience using advanced AI voice-enabled agents. Deployed in May, these agents aim to improve call resolution and reduce unresolved calls by providing quick answers to common questions and smoother transitions to associates. This initiative underscores CarMax's commitment to leveraging innovative technology for better customer service and operational efficiency, building on its existing AI efforts.

Key Highlights

CarMax partnered with Sierra to deploy AI voice-enabled agents for inbound calls.
Sierra's AI agents were deployed in May to improve customer call experience.
The partnership aims to increase call resolution and reduce unresolved calls.
Future capabilities include appointment management for appraisals and test drives.
CarMax sold approximately 780,000 used vehicles in fiscal year 2026.
CarMax Auto Finance originated $8 billion in auto loans in fiscal year 2026.

View SEC Filing

KMX

Retail-Auto Dealers and Gas Stations

CARMAX INC

Price Impact