Hertz, the global rental car giant, raised customers’ hackles after it deployed an AI system to scan vehicles for damage and bill them automatically.
Adam Foley, an AI and automation consultant and founder of Foley Digital Advisory, was one of those customers. When Foley picked up his rental car from Hartsfield-Jackson Atlanta International Airport, he noticed high-resolution cameras but thought they were for internal maintenance.
He never expected to receive a bill for vehicle damage without speaking to a human but received an automated text message and email informing him that Hertz had found damage, along with $350 in charges.
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