AI 'checks' every scratch to fine car rental customers

Hertz, one of the world's largest car rental companies, is increasingly using artificial intelligence (AI) to check the condition of rental cars. The technology is said to be able to detect even the smallest scratches.

Developed by UVeye, the system works by capturing thousands of high-resolution images from every angle as cars pass through the parking lot gates during pick-up and drop-off. AI then compares these images and automatically detects any differences.

Ms. Spencer, a spokeswoman for Hertz, said the AI system automatically generates and sends out damage reports on rental cars. Staff will only review the reports if a customer makes a complaint after receiving the invoice. She added that less than 3% of cars scanned by the AI system have damage that requires a fee.

However, unexpected charges for damages that are difficult to detect with the naked eye are making many car rental customers worried and upset.

Car rental customers are frustrated with unreasonable fees due to AI errors. Photo: UVeye.

A typical case is that of Kelly Rogers and her husband. The couple was charged $195 by Hertz for a dent in their rental car that was detected by the automated system.

Despite a thorough inspection of the car and confirmation from a Hertz employee that there were no issues, the couple was still surprised to receive a notice about the dent. The charge included $80 for the damage and $115 for “processing” and “discovering” the damage. Hertz even offered to reduce the fee to $130 if they paid within a day.

Rogers told the NYT that the charge was “absurd.” “It could have just been a shadow. We looked at it on the app and it was weird.” The couple is now disputing the charge, although Hertz maintains that its review confirmed it was a new dent.

UVeye, the company that makes Hertz's scanners, says its AI technology is capable of "detecting five times more damage than manual inspections" and delivering "six times higher total recorded damage values."

Yaron Saghiv, UVeye's marketing director, said the company's technology will "eliminate the need for manual inspection, enhancing vehicle safety."

As for the fees added to the Rogers family's bill, Ms Spencer revealed damage fees "depend on the specific incident" and are calculated based on a number of variables including "costs incurred, identifying and quantifying damages, and managing claims".

Hertz plans to expand the technology to other “major airport locations” this year, Ms. Spencer said, without specifying how many or where.

Sixt, another major car rental company, is also using AI to inspect vehicles. According to the company’s website, Sixt uses a tool called Car Gate, a scanner equipped with “sensors, cameras, and lighting” to check for damage to vehicles.

Avis Budget Group, which owns the Avis, Budget, Payless and Zipcar brands, has reportedly been testing AI damage scanning technology since 2019. However, the company confirmed via email that its damage assessment process is “still human-led.”

“While some technologies, including AI, can be used to support internal efficiency, they do not replace human judgment or involvement,” Avis Budget Group stressed.

Source: https://znews.vn/ai-soi-tung-vet-xuoc-de-phat-khach-thue-xe-post1567648.html