Written by Kasturi Datta |
Hertz, a global car rental and mobility solutions provider, uses Microsoft Power Platform to develop low-code applications and AI agents to better support employees and customers.
Hertz uses Power Apps to develop its “Start my Day” application. The application integrates work-related data from Microsoft Shifts, Teams, and other platforms, allowing more than 26,000 employees to manage their shifts from one place. Frontline teams can now easily swap shifts and update schedules without going through multiple approval channels. Updates are automatically uploaded to the payroll system, improving administrative processes and increasing convenience and efficiency for the entire team. Additionally, Hertz is using Microsoft Copilot Studio to develop a new AI-based agent named Manny. This allows Hertz employees to quickly provide technical support to customers seeking roadside assistance.
Previously, customer service representatives had to search for vehicle manuals on an internal SharePoint site to answer customer questions. Now, they rely on AI agents to find relevant information from trusted sources, such as specific automaker websites in the vehicle, government sites, and online video platforms that include links to instructional videos that employees can share with customers.
Hertz predicts the agent will “save significant time and money,” freeing up employees to focus on more complex queries. During a pilot at one location, the agent has already reduced the time it takes to resolve customer issues by 15% and received positive feedback from users.
“I entered a complex question about setting up a Wi-Fi hotspot in my car. Manny not only answered my questions, but also provided detailed step-by-step instructions that were easy to understand,” said the Hertz employee.
In the future, Hertz plans to deploy the agent in more locations and expand its capabilities, including enabling image recognition.
“We have literally hundreds of processes that could benefit from automation and AI, and we believe the Power Platform is a fast and efficient way to develop solutions that deliver those benefits,” said Zac Cadi, Director of Strategic Technology Initiatives and AI Enablement Team Leader at Hertz.
