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CarMax Has Implemented AI Across Inbound Calls

The used vehicle retailer has deployed a voice agent system to handle customer inquiries at all locations.

Updated on Oct. 6, 2026 in Buying/Selling

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CarMax has expanded its AI-powered voice agent technology to manage all inbound customer service calls across its nationwide retail locations. AI Illustration. Upload story photo >

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CarMax has expanded its AI voice technology to cover 100% of inbound store and customer experience center calls across the United States. Developed in partnership with Sierra, the voice agents handle customer questions regarding store hours and vehicle availability.

Why it matters

The company implemented this technology to streamline call transfers to associates and improve the integration between online and in-store shopping experiences. It represents a broader effort to leverage agentic AI to manage complex customer service requests.

CarMax operates more than 255 stores with 28,000 associates and sold approximately 780,000 used vehicles. Comparable-store used unit sales grew by 13% for the quarter ending August 31, 2026.

The players

CarMax

This American company is the largest retailer of used vehicles in the United States and operates a nationwide chain of superstores.

Sierra

Sierra is an artificial intelligence company that partnered with CarMax to develop the voice agent system.

The details

Customers can resolve requests directly through the voice agent or be connected to a human associate at any of the company's locations. CarMax manages these new use cases through an internal AI center of excellence, with plans to add scheduling capabilities for appraisals and test drives.

Timeline

  1. February 2026: CarMax launched an app in the ChatGPT app store.

  2. May 2026: AI voice agents went live across the company.

  3. August 31, 2026: The fiscal quarter ended for reported sales data.

  4. September 29, 2026: CarMax discussed the AI deployment during an earnings call.

Roadmap

This deployment follows the company's entry into the ChatGPT app store, marking a deeper integration of conversational AI within the retail automotive sector. These moves highlight how traditional dealerships are increasingly adopting digital automation to maintain a competitive edge.

Customers calling any CarMax location will now interact with an automated voice agent to verify vehicle availability or store hours. This system is designed to provide immediate answers, though users can still request a transfer to a human associate for more complex needs.

The takeaway

The move suggests a long-term shift toward using automated systems to handle high-volume routine inquiries in the automotive retail industry. Consumers should expect to see more service-based AI tools as companies attempt to reduce wait times and improve operational efficiency.

Further reading

For more on how dealerships are evolving, explore our guide to Buying/Selling.

Source note: This article includes information reported by PYMNTS.

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Do you trust businesses that use AI voice agents to manage your customer service calls?