United StatesRetail and e-commerce2025 – ongoingCarvana
CARE conversation quality review
Carvana expanded conversation review from sampling to 100% visibility
Problem
Sampled reviews covered only some customer interactions.
Approach
Carvana built CARE on Azure. It used Azure AI Speech transcription to analyze conversations and inform service improvements.
Results
100%visibility into customer interactions, according to Microsoft
Takeaway
Review coverage measured visibility, not service accuracy.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Conversational and voice AI
- Adoption
- Built in-house
- Goal
- Quality and risk
- Evidence
- Vendor case study
Sources
Source summaries
[1]Microsoft19 May 2025
Microsoft described Carvana's CARE platform for analyzing customer conversations. It reported a move from sampled reviews to 100% visibility into customer interactions.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026