United StatesRetail and e-commerce2025 – ongoingCarvana
Sebastian customer-service AI agent
Carvana reported 45% fewer calls per sale over 2 years as Sebastian improved
Problem
Routine support competed with complex customer requests.
Approach
Sebastian handled standard buying and selling scenarios. Carvana refined it using CARE conversation analysis.
Results
45%decrease in average calls per sale over two years, reported by Carvana
Takeaway
The reported call reduction accompanied improvements informed by CARE.
Categories
- Size
- Large enterprise
- Industry
- Retail and e-commerce
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- AI agentsConversational and voice AI
- Adoption
- Built in-house
- Evidence
- Vendor case study
Sources
Source summaries
[1]Microsoft19 May 2025
Microsoft described Sebastian handling routine customer requests and being refined through CARE conversation analysis. It quoted Carvana reporting a 45% decrease in average calls per sale over 2 years.
Full details are in the original sources.
Added 1 Nov 2026 · Updated 1 Nov 2026