by Hertz Uses AI to Detect Damage, But Customers Are Dissatisfied
The company Hertz has implemented a new artificial intelligence-based system to detect any damage on rented cars. However, customers complain that the system is overly sensitive and charges large sums for microscopic scratches. For example, Adam Foley, an AI expert, received a bill for $190 for two tiny damages that are hard to see even in photos.
The system takes detailed pictures of the car before rental and after return, but it turns out it can “see” damages that people do not notice. Foley tried to contact Hertz representatives via chat, but even as an AI expert, he could not reach a real person for communication. Instead, he received automated responses demanding payment of the fine.
“I want to emphasize that the very idea of using AI to assess damage is interesting, but the result is still far from ideal,” Foley noted.
Hertz’s Reaction
In response to inquiries, the Hertz company stated that 97% of rented cars have no damage, and the system is designed to make the process more transparent. They also reported that in case of disputes, an employee manually checks the data, but the decision is still communicated through an AI chat.
“We strive to ensure fairness and objectivity in every case. If damage occurred during the rental, customers are responsible for it,” Hertz stated.
This situation shows how technologies can improve business processes, but without a clear balance between automation and the human factor, they can do more harm than good. For now, Hertz customers are facing a system that produces controversial results, and attempts to challenge the decision are complicated by the lack of live communication.
