CarMax Expanded AI Voice Agents to All Inbound Calls
The used vehicle retailer now uses automated voice technology to handle customer inquiries at every store location.
Updated on Oct. 6, 2026 in Buying/Selling
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CarMax has implemented an AI-powered voice agent system to manage 100% of its inbound customer calls. The technology now answers routine questions regarding vehicle availability and store hours across all 255 U.S. retail locations.
Why it matters
This shift aims to bridge the gap between online browsing and in-store visits by smoothing call transfers to associates. It reflects a growing reliance on digital tools, which already supported 81% of the company's retail unit sales for the quarter ending August 31, 2026.
CarMax now directs 100% of inbound calls through the AI system across its 255 stores, which serve 85% of the U.S. population. The company reported $7.9 billion in total net revenues with comparable-store used unit sales growing 13%.
The players
CarMax
A major U.S. used vehicle retailer operating over 255 stores with a focus on integrating digital and physical car-buying experiences.
Sierra
An AI technology firm that partnered with CarMax to develop and implement the voice agent system used for inbound customer inquiries.
The details
Developed in partnership with Sierra, the system uses agentic AI tools to field common requests. Customers can resolve inquiries about inventory or operating hours directly through the voice agent or opt to connect with one of the company's 28,000 associates. CarMax manages these interactions through an internal AI center of excellence to ensure consistent service across all locations.
Timeline
February 2026: CarMax launched an app in the ChatGPT app store.
May 2026: Voice agents went live at all CarMax locations.
August 31, 2026: The fiscal quarter for reported sales data concluded.
September 29, 2026: CarMax discussed the AI deployment during an earnings call.
The Home Front
The transition to AI-managed customer service aligns with the industry-wide trend of integrating digital tools into the traditional car-buying process. This shift mirrors the company's existing data showing that digital capabilities now underpin the vast majority of retail sales.
Expect to interact with an automated voice agent if you call a local CarMax store regarding vehicle availability or store hours. If the system cannot resolve your request, you remain able to connect directly with a store associate for personalized assistance.
The takeaway
CarMax is moving toward a fully automated inbound call system to streamline customer inquiries across its nationwide store footprint. You can prepare for your next dealership visit by using the AI tool to confirm vehicle availability or hours before driving to your local branch.
Further reading
For more on the changing ways you can shop for vehicles, visit Buying/Selling.
Source note: This article includes information reported by PYMNTS.
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