United StatesRetail and e-commerce2020 – ongoingCarMax
Skye website shopping assistant
CarMax said Skye handled tens of thousands of customer conversations each week
Problem
Online car shoppers needed help narrowing their choices and finding financing information.
Approach
CarMax launched Skye in 2020 for web chat and text messaging. The assistant provided vehicle details and financing information. When customers needed a person, it passed a conversation summary to a customer experience consultant.
Results
Takeaway
Skye passed conversation summaries to human consultants when customers needed further help. CarMax reported weekly conversation volume without quantifying how many conversations led to purchases.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Customer serviceMarketing and sales
- Innovation type
- Product and service innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Evidence
- Company's own claim
Sources
Source summaries
Forbes reported that CarMax launched Skye in 2020 and that it managed tens of thousands of conversations each week. The assistant answered vehicle and financing questions and passed conversation summaries to human consultants.
Full details are in the original sources.