What challenges did Hertz face before AI implementation?

Customer service representatives had to search vehicle manuals on an internal SharePoint site to answer roadside assistance questions. This manual search slowed customer issue resolution.

What was the impact of the AI solution?

An early pilot at one location reduced the time to resolve customer issues by over 15%. Employee feedback was positive. Hertz expects broader rollout to generate significant time and cost savings and free employees for more complex customer queries.

Source

Microsoft

Hertz builds an AI-driven roadside assistance agent with Power Platform and Copilot Studio

Use case typeCustomer service automationUpdated Jun 13, 2026

Hertz has begun developing low-code applications and agents with Power Platform as part of its technology modernization strategy. One early AI-driven agent supports the customer service team with roadside assistance questions by answering natural-language queries and linking to trusted sources such as vehicle manufacturer sites, a government VIN lookup site, and instructional video platforms.

Organization: Hertz
Industry: Automotive
Location: United States
Published: May 2026

Reported outcomes

−15%

timeTime & speed

Strategic outcomes

Speed & agilityResolved customer issues fasterCustomer experience & trustImproved roadside assistance supportCost efficiencyFreed employees for complex queriesEmployee experiencePositive employee feedback

Catalog median for time & speed deployments: −60% across 727 reported metrics. Compare benchmarks →

Primary read

Use case focus

Showing 3 of 3

1Customer Service Automation
2AI Agent
3Roadside Assistance

Customer service representatives had to search vehicle manuals on an internal SharePoint site to answer roadside assistance questions.
This manual search slowed customer issue resolution.

Hertz developed a low-code AI agent called Manny in Microsoft Copilot Studio.
The agent uses generative AI, limits knowledge sources to a few trusted sites, and applies specific instructions to improve accuracy.
The team initially experimented with browser connections, then improved performance by linking directly to vehicle manufacturer sites and a government VIN information site.
The solution is built with Microsoft Power Platform, including low-code app and agent development.

Technologies

Microsoft Power Platform Copilot Studio SharePoint Microsoft Teams

An early pilot at one location reduced the time to resolve customer issues by over 15%.
Employee feedback was positive.
Hertz expects broader rollout to generate significant time and cost savings and free employees for more complex customer queries.

Sources & evidence1

Groundedness: 5/5Type: Customer StoryPublished: May 29, 2026Publisher: MicrosoftEvidence: PrimaryConfidence: High

Primary source

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