CarMax Says It's Using AI to Improve All Its Customer Service Calls
Dow Jones
Sep 29
0852 ET - CarMax is working to improve both its in-person and digital capabilities as part of its ongoing turnaround strategy. The used-car retailer has implemented AI voice technology across all of its inbound store and customer-experience-center calls, a move CEO Keith Barr says has enabled customers to more quickly resolve inquiries, or be connected to associates for help. The company has additionally redesigned parts of its website, making it easier for customers to find and buy the cars they're looking for, Barr says. "The enhancements we made this quarter supported sales conversion, and we anticipate further gains over time," he says.
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