How Carvana’s AI-Powered CARE Engine Delivers a Smoother Car Buying Experience
Carvana uses AI agent Sebastian and the CARE system to analyze all customer interactions, cutting inbound calls per sale by 45%. This boosts support quality and speeds up service.
How Carvana Uses AI to Improve Customer Support Efficiency
Carvana supports car buyers with a combination of their AI agent, Sebastian, and live Customer Advocates. Together, they guide customers through every step, making the buying process smoother and more efficient.
Traditionally, quality monitoring in customer support involves reviewing a sample of calls and chats. This approach misses many interactions, limiting insights into the overall customer experience. To address this, Carvana developed its own AI-powered solution called the Conversation Analysis Review Engine (CARE).
What is CARE and How Does It Work?
CARE leverages Microsoft Azure AI Foundry along with several Azure developer services to analyze 100% of Carvana’s customer interactions. This means every call and chat is reviewed automatically, providing complete visibility into customer conversations.
With CARE, Carvana gains actionable insights that help improve support quality on a large scale. This goes beyond random sampling by identifying trends, issues, and opportunities across all interactions.
The Impact on Carvana’s Customer Support
- Lower Inbound Calls per Sale: Thanks to Sebastian and CARE, inbound calls per sale dropped by over 45% within two years.
- Improved Customer Experience: Customers experience faster, more seamless service with fewer unnecessary calls.
- Scalable Quality Monitoring: CARE enables Carvana to maintain high standards without the limitations of manual review.
By combining AI-driven assistance with comprehensive conversation analysis, Carvana has streamlined its support process effectively. This approach reduces workload for agents and enhances satisfaction for customers.
For customer support professionals looking to leverage AI in their own operations, understanding tools like CARE and AI agents such as Sebastian offers clear lessons in scaling quality and efficiency.
Learn more about AI applications in customer support and improve your team's performance with relevant courses at Complete AI Training.
