Hertz and the Problems with the AI Damage Assessment System
Hertz is facing criticism over its new AI system for assessing car damage, which was designed to improve the process but has instead caused customer outrage. The company hoped that automation would eliminate the subjectivity of the human factor, but the UVEye system is now being criticized not only for its errors but also for the lack of an effective dispute resolution mechanism.
The situation has become so tense that customers are even looking for ways to bypass the system. For example, some suggest avoiding rental locations where UVEye is installed or using their own photo and video evidence of the car’s condition before and after the rental.
An Example of an Unfair Accusation
One of Hertz’s regular customers reported that the system detected “damage” that wasn’t actually there. He even filmed a video to prove his case, but company representatives were unable to help.
A customer who rented a car at Houston airport received a notification about detected damage but found nothing upon inspection. Hertz employees responded that they could do nothing because the AI system “makes decisions autonomously.”
Can Problems Be Avoided?
Currently, Hertz uses UVEye in six US airports but plans to expand the system to 100 locations by the end of the year. Some customers advise declining Hertz’s insurance and using your own, but this does not guarantee protection from unfair accusations.
The system, which was supposed to make the process more transparent, is currently creating more questions than answers. Even if customers try to document the car’s condition, Hertz does not always consider their evidence. All that remains is to hope that the company will improve its algorithms and provide a more convenient way to appeal AI decisions.