I think it’s generally a brilliant solution but there are a couple of problems here:
The scanner seems to flag fucking everything and charge for minor damage where a human would probably flag it as wear.
No one is allowed to correct the scanner:
Perturbed by the apparent mistake, the user tried to speak to employees and managers at the Hertz counter, but none were able to help, and all “pointed fingers at the ‘AI scanner.’” They were told to contact customer support — but even that proved futile after representatives claimed they “can’t do anything.”
Sounds to me like they’re just trying to replace those employees. That’s why they won’t let them interfere.
I’m not sure how you can make the points you make, and still call it a “generally brilliant solution”
The entire point of this system - like anything a giant company like Hertz does - is not to be fair to the customer. The point is to screw the customer over to make money.
Not allowing human employees to challenge the incorrect AI decision is very intentional, because it defers your complaint to a later time when you have to phone customer support.
This means you no longer have the persuasion power of being there in person at the time of the assessment, with the car still there too, and means you have to muster the time and effort to call customer services - which they are hoping you won’t bother doing. Even if you do call, CS hold all the cards at that point and can easily swerve you over the phone.
The technology isn’t there to accurately assess damage. It’s there to give Hertz an excuse to charge you extra money. It’s working exactly as the ghouls in the C-suite like.
Just because THE TECHNOLOGY IS NOT PERFECT does not mean it is NOT DOING WHAT IT’S intended to do. Sorry I’m having trouble controlling THE VOLUME OF MY VOICE.
It’s really funny here. There already exists software that does this stuff. It’s existed for quite a while. I personally know a software engineer that works at a company that creates this stuff. It’s sold to insurance companies. Hertz version must just totally suck.
Companies have been fucking consumers since the beginning of time and consumers, time and time again, bend over and ask for more. Just look at all of the most successful companies in the world and ask yourself, are they constantly trying to deliver the most amazing service possible for their customers or are they trying to find new ways to fuck them at every available opportunity?
You are spot on here. AI is great for sensitivity (noticing potential issues), but terrible for specivity (giving many false positives).
The issue is how AI is used, not the AI itself. They don’t have a human in the checking process. They should use AI scanner to check the car. If it’s fine, then you have saved the employee from manually checking, which is a time-consuming process and prone to error.
If the AI spots something, then get an employee to look at the issues highlighted. If it’s just a water drop or other false positive, then it should be a one click ‘ignore’, and the customer goes on their way without charge. If it is genuine, then show the evidence to the customer and discuss charges in person. Company still saves time over a manual check and has much improved accuracy and evidence collection.
They are being greedy by trying to eliminate the employee altogether. This probably doesn’t actually save any money, if anything it costs more in dealing with complaints, not to mention the loss of sales due to building a poor image.
I think it’s generally a brilliant solution but there are a couple of problems here:
Sounds to me like they’re just trying to replace those employees. That’s why they won’t let them interfere.
I’m not sure how you can make the points you make, and still call it a “generally brilliant solution”
The entire point of this system - like anything a giant company like Hertz does - is not to be fair to the customer. The point is to screw the customer over to make money.
Not allowing human employees to challenge the incorrect AI decision is very intentional, because it defers your complaint to a later time when you have to phone customer support.
This means you no longer have the persuasion power of being there in person at the time of the assessment, with the car still there too, and means you have to muster the time and effort to call customer services - which they are hoping you won’t bother doing. Even if you do call, CS hold all the cards at that point and can easily swerve you over the phone.
It’s all part of the business strategy.
Because the technology itself is not the problem, it’s the application. Not complicated.
The technology is literally the problem as it’s not working
It works as Hertz intended. And that’s the problem.
There’s literally nothing wrong with the technology. The problem is the application.
The technology is NOT DOING WHAT ITS MEANT TO DO - it is IDENTIFYING DAMAGE WHERE THERE IS NONE - the TECHNOLOGY is NOT working as it should
The technology isn’t there to accurately assess damage. It’s there to give Hertz an excuse to charge you extra money. It’s working exactly as the ghouls in the C-suite like.
Just because THE TECHNOLOGY IS NOT PERFECT does not mean it is NOT DOING WHAT IT’S intended to do. Sorry I’m having trouble controlling THE VOLUME OF MY VOICE.
Pick a lane troll
It’s really funny here. There already exists software that does this stuff. It’s existed for quite a while. I personally know a software engineer that works at a company that creates this stuff. It’s sold to insurance companies. Hertz version must just totally suck.
It’s designed to suck.
Sounds like they want to lose those customers.
Companies have been fucking consumers since the beginning of time and consumers, time and time again, bend over and ask for more. Just look at all of the most successful companies in the world and ask yourself, are they constantly trying to deliver the most amazing service possible for their customers or are they trying to find new ways to fuck them at every available opportunity?
You are spot on here. AI is great for sensitivity (noticing potential issues), but terrible for specivity (giving many false positives).
The issue is how AI is used, not the AI itself. They don’t have a human in the checking process. They should use AI scanner to check the car. If it’s fine, then you have saved the employee from manually checking, which is a time-consuming process and prone to error.
If the AI spots something, then get an employee to look at the issues highlighted. If it’s just a water drop or other false positive, then it should be a one click ‘ignore’, and the customer goes on their way without charge. If it is genuine, then show the evidence to the customer and discuss charges in person. Company still saves time over a manual check and has much improved accuracy and evidence collection.
They are being greedy by trying to eliminate the employee altogether. This probably doesn’t actually save any money, if anything it costs more in dealing with complaints, not to mention the loss of sales due to building a poor image.
AI is not uniqely prone to false positives; in this case, it’s being used deliberately to produce them.