MicrosoftPilotEvidence: Medium65/100

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

Planned next steps

  • The source says the pilot could deliver: Resolved customer issues faster.
  • The source says the organization aims to achieve: Freed employees for complex queries.
Why do we believe this?Outcome claims, sources, and evidence checks

Normalized claim

Time: 15% decrease

Microsoft Customer StoriesMay 29, 2026Customer storyInferred claimMedium evidence strength

An early pilot at one location reduced the time to resolve customer issues by over 15%.

Why do we believe this deployment?Customer identity, provider attribution, maturity, and source checks
Customer
Hertz
Provider
Microsoft
Maturity
Pilot

An early pilot at one location reduced the time to resolve customer issues by over 15%

Customer identity supportedSource describes one deploymentMaturity supported

Primary read

Use case focus

Showing 3 of 3

  • 1Customer Service Automation
  • 2AI Agent
  • 3Roadside Assistance
  • 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 PlatformCopilot StudioSharePointMicrosoft Teams
Sources & evidence1
Evidence: Medium65/100Evidence strength
  • Customer explicitly identified
  • Deployment status explicitly supported
  • Primary source available
  • Quantified outcome available
  • Technical implementation details available
Type: Customer StoryPublished: May 29, 2026Publisher: MicrosoftEvidence: PrimaryConfidence: High
Primary source

AI-generated summary. Verify important details with the linked sources before relying on this case.

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