# How CarMax uses Sierra

As published on [sierra.ai](https://sierra.ai/customers/carmax), August 2026. Captured by usedby on 2026-10-07.

- Company: [CarMax](https://www.usedby.ai/companies/carmax.md)
- Tool: [Sierra](https://www.usedby.ai/tools/sierra.md)
- Industry: [Retail](https://www.usedby.ai/companies/industry/retail-offline-omnichannel.md)

## What the story says

CarMax uses Sierra's voice-enabled AI agents to handle inbound sales calls, answering common questions such as store hours and vehicle availability and routing callers to the right destination or an associate. CarMax plans to add appointment management for appraisals, browsing and test drives.

Summary written by usedby from the source page, in English. The figures are those of Sierra and CarMax, not ours.

> Sierra agents provide conversational and clarifying questions to better understand customer needs, resulting in quick answers to common questions, such as store hours and vehicle availability, and smoother transitions to a CarMax associate.

> We continually explore new and innovative ways to better serve customers and support our associates, and partnering with Sierra has been an important part of that, ensuring our most frequent customer questions are answered consistently and on demand.
>
> Shamim Mohammad, Chief Information and Technology Officer

## What usedby checked

We compared the story with its live page on 2026-10-07.

- Checked: the passage quoted above is copied word for word from the page, near the name of CarMax.
- Checked: the publication date is read from the page’s own metadata, never guessed.
- Checked: CarMax uses Sierra. Confirmed line. Latest check across sources: 2026-10-07.
- Not checked: the result itself. We quote it; we did not measure it.

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Source: https://www.usedby.ai/case-studies/carmax-sierra · How we check: https://www.usedby.ai/methodology