Carvana is using a combination of its AI agent, **Sebastian**, and an AI-powered quality review platform called **CARE (Conversation Analysis Review Engine)** to reshape how customers buy and sell cars online. Sebastian guides customers through key steps of the journey—browsing, financing, purchasing, and trading in vehicles—helping with standard questions and tasks so customers can move at their own pace. CARE then analyzes **millions of customer conversations each month**, giving Carvana **100% visibility** into interactions instead of just sampling a small subset. With this full view, Carvana can:

• Spot and fix issues quickly across the customer journey
• Provide consistent, high-quality support from both AI and human teams
• Continuously refine Sebastian’s responses and capabilities

The impact is measurable: over the past two years, **average inbound calls per sale have dropped by more than 45%**. That reduction means Sebastian now handles more routine scenarios, while Customer Advocates focus on complex, high-value support where human judgment matters most.

Carvana chose Microsoft Azure as the foundation for Sebastian and CARE to support speed, scale, and security across its operations. Key reasons include:

• Unified infrastructure: Most of Carvana’s systems run on Azure Kubernetes Service (AKS), giving the team a single, integrated environment to deploy and manage services with less complexity.
• Scalable, flexible data: CARE uses Azure Cosmos DB to store and manage conversation data. Its flexible schema and automatic scaling of throughput and storage help Carvana adapt quickly as requirements change.
• Accurate speech and transcription: Azure AI Speech within Azure AI Foundry powers fast, accurate transcription of customer conversations, which is essential for CARE’s analysis.
• Developer productivity: The engineering team uses GitHub Copilot to automate repetitive coding tasks, freeing engineers to focus on more complex work and get products to market faster.
• Security and compliance: Azure’s enterprise-grade security and compliance capabilities help Carvana protect sensitive customer data and meet regulatory requirements in a live, high-pressure environment.

According to Carvana’s leaders, having their infrastructure and AI foundation on Microsoft gives them a competitive edge by allowing them to “run fast, adapt to the market, and innovate with less complexity.”

Carvana’s AI investments are driving both customer experience improvements and operational efficiency. Notable outcomes include:

• Reduced inbound calls per sale: Over the last two years, Carvana has seen a **more than 45% decrease in average inbound calls per sale**. Sebastian now handles more standard scenarios, which reduces call volume.
• More time for complex support: With routine questions handled by Sebastian, Customer Advocates can dedicate more time to complex, high-value issues where human expertise is essential.
• Continuous quality improvement: CARE provides **100% visibility** into customer interactions, validating training efforts and ensuring advocates are aligned in how they serve customers.
• Faster development cycles: Using Azure services and GitHub Copilot, Carvana’s engineering teams can move quickly on complex projects, adjust on the fly, and deploy new capabilities faster.

Carvana is also piloting **Azure AI Foundry Agent Service** to manage multiple AI agents with minimal code, positioning the company to keep reimagining the car buying and selling experience while maintaining enterprise-grade security, scalability, and performance.