--- title: "CarMax将100%来电交给Sierra的AI语音接听，成交仍靠人工" description: "CarMax把每一通呼入电话都交给Sierra语音智能体处理，销售环节仍由门店员工完成；Sierra与Meta发布的新协议则想把这最后一步也交给智能体。两边的生意，Sierra都接。" publisher: "The Inference" section: "Platforms" published: 2026-10-07T23:08:30.451Z modified: 2026-10-07T23:08:30.451Z canonical: https://theinference.org/article/carmax-routes-100-of-its-calls-through-sierra-s-ai-but-the-sale-itself-stays-human/zh-CN language: zh-CN keywords: "AI Agents, Voice AI, Retail, Agentic Commerce" --- # CarMax将100%来电交给Sierra的AI语音接听，成交仍靠人工 > CarMax把每一通呼入电话都交给Sierra语音智能体处理，销售环节仍由门店员工完成；Sierra与Meta发布的新协议则想把这最后一步也交给智能体。两边的生意，Sierra都接。 ## AI语音接听每一通来电 拨打CarMax门店电话询问营业时间，或打听某辆车是否还在店里，先接起电话的是[Sierra](https://theinference.org/markets/companies/sierra)的语音智能体：它会问清需求，再把后续交给门店员工[1]。在[9月29日的财报电话会议](https://www.constellationr.com/insights/news/carmax-aims-advance-ai-and-bridge-digital-and-store-experiences)上，首席执行官基思·巴尔表示，CarMax已“将AI语音技术扩展至门店呼入电话和客户体验中心来电的100%”[2]。 这些智能体5月上线[4][5]。CarMax称，上线以来得到解决的来电更多，悬而未决的更少，但这些数字并未对外公布[4]。 公司眼下正把智能体用于预约车辆评估、到店看车和试驾[1][4]。其ChatGPT应用中已收录超过4.5万辆车[1]。 ## Sierra按通话收费，不按卖车收费 Sierra对外披露的生意是对话，不是交易：其平台上的智能体处理着数十亿次交互；年度经常性收入2月突破1.5亿美元；5月又[融资9.5亿美元，估值超过150亿美元](https://techcrunch.com/2026/05/04/sierra-raises-950m-as-the-race-to-own-enterprise-ai-gets-serious/)[6]。目前没有任何公开信息将它的收入与成交挂钩。 在有Sierra助阵的这个季度，CarMax营收79亿美元，同比增长19.5%；净利润1.653亿美元，同比增长73.3%[3]。接听电话的AI是否正在压低这条成本线，是CarMax承诺11月发布的全面投资者战略要回答的问题[2]。 ## 把成交留给人工的商家 2026年10月6日，替CarMax接电话的正是这家供应商：Sierra与[Meta](https://theinference.org/markets/companies/meta)联手[Shopify](https://theinference.org/markets/companies/shopify)、Stripe、沃尔玛等公司，[发布了个人智能体协议（Personal Agent Protocol）](https://www.cmswire.com/contact-center/genesys-joins-sierra-meta-on-open-standard-for-personal-ai-agents-01/)[7]。该协议的路线图包含支付扩展功能，可让智能体在不共享银行卡信息的情况下完成购买[7]。 面对仍在观望的品牌，Meta放话：“把个人智能体拒之门外，就是把其背后的客户拒之门外”[7]。Shopify则宣称，[Muse将可以在其平台上的所有商家处完成购买](https://theinference.org/article/shopify-hands-ai-agents-the-buy-button-and-merchants-the-bill)[8]。巴尔的回答是：每一辆二手车都是一个独立的SKU，买家在签字之前，总要亲眼看一看、亲手摸一摸、亲自试驾一圈[1]。 到目前为止，零售业的实际做法站在巴尔这一边：泰佩思琦（Tapestry）允许智能体浏览、不许下单；科尔士（Kohl's）禁止智能体购买；eBay已于1月把智能体挡在门外；[亚马逊](https://theinference.org/markets/companies/amazon)更是[干脆封杀了Muse](https://theinference.org/article/amazon-banned-muse-from-your-card-shopify-already-has-it)[8]。[NMI的一项调查](https://www.msn.com/en-us/money/general/ai-agents-aim-to-change-shopping-some-retailers-are-locking-the-doors/ar-AA2doVHy)发现，仅有3%的美国成年人愿意信任智能体完成购买；三分之一的活跃AI用户则对VML表示，绝不会让智能体代为购买[8]。 ## 无人公布的数字 力主让智能体完成成交的阵营眼下仍占上风：Muse在美国已拥有数百万用户[9]，布雷特·泰勒形容，在这样一个标准问世之前，眼下“多少有些混乱”[9]，不过亚马逊、[OpenAI](https://theinference.org/markets/companies/openai)和[Anthropic](https://theinference.org/markets/companies/anthropic)至今置身事外[9][10]。Sierra计划本月晚些时候发布v0.1版规范[7]，CarMax则承诺11月向投资者公布完整战略[2]。双方都没公布的那个数字是：通话分流（call deflection）能否赶在人工销售团队瘦身之前，真正拉低服务成本（cost-to-serve）。无论哪种情况，Sierra都照样收钱。 ## Takeaway AI如今接听CarMax的每一通电话，成交仍靠人工，成本节省了多少无人公布，而Sierra横竖都有钱赚。 ## Sources 1. [PYMNTS, CarMax Lets AI Take the Call, Not the Sale, 6 October 2026](https://www.pymnts.com/news/artificial-intelligence/2026/carmax-lets-ai-take-the-call-not-the-sale/) 2. [Constellation Research, CarMax aims to advance AI and bridge digital and store experiences, 5 October 2026](https://www.constellationr.com/insights/news/carmax-aims-advance-ai-and-bridge-digital-and-store-experiences) 3. [WardsAuto, CarMax sales surge, buoyed by cost-cutting, 5 October 2026](https://www.wardsauto.com/news/carmax-sales-surge-buoyed-by-cost-cutting/832072/) 4. [CarMax press release via GlobeNewswire on Markets Insider, CarMax Teams with Sierra to Enhance Inbound Sales Call Experience, 6 August 2026](https://markets.businessinsider.com/news/stocks/carmax-teams-with-sierra-to-enhance-inbound-sales-call-experience-1036419869) 5. [CMSWire, Sierra Lands CarMax as Conversational AI's Enterprise Land Grab Widens, 6 August 2026](https://www.cmswire.com/customer-experience/sierra-lands-carmax-as-conversational-ais-enterprise-land-grab-widens/) 6. [TechCrunch, Sierra raises $950M as the race to own enterprise AI gets serious, 4 May 2026](https://techcrunch.com/2026/05/04/sierra-raises-950m-as-the-race-to-own-enterprise-ai-gets-serious/) 7. [CMSWire, Genesys Joins Sierra, Meta on Open Standard for Personal AI Agents, 6 October 2026](https://www.cmswire.com/contact-center/genesys-joins-sierra-meta-on-open-standard-for-personal-ai-agents-01/) 8. [The Wall Street Journal via MSN, AI agents aim to change shopping. Some retailers are locking the doors., 2 October 2026](https://www.msn.com/en-us/money/general/ai-agents-aim-to-change-shopping-some-retailers-are-locking-the-doors/ar-AA2doVHy) 9. [CNBC, Meta joins with group of companies to tame 'chaos' of doing business with AI bots, 6 October 2026](https://www.cnbc.com/2026/10/06/meta-joins-companies-to-tame-chaos-of-doing-business-with-ai-bots.html) 10. [Forkast News, Sierra and Meta's Personal Agent Protocol Gives Commerce a Common Front Door, 6 October 2026](https://forkast.news/sierra-and-metas-personal-agent-protocol-gives-commerce-a-common-front-door-for-those-willing-to-open-it/) --- CarMax将100%来电交给Sierra的AI语音接听，成交仍靠人工 — The Inference. Canonical: https://theinference.org/article/carmax-routes-100-of-its-calls-through-sierra-s-ai-but-the-sale-itself-stays-human/zh-CN