Hertz is using Microsoft Power Platform as a core part of its technology modernization strategy to streamline internal processes and introduce AI-enabled experiences for both employees and customers. The company is focusing on low-code development so that teams can quickly build and iterate on solutions without heavy custom coding. Two key examples from Hertz include: 1. **Employee schedule and planning app (Start My Day)** - Built with **Power Apps**, this app brings together data from **Microsoft Shifts in Teams** and other work-related systems. - Employees can view and manage their shifts in one place, including swapping or offering shifts to teammates, which previously required multiple approval channels. - The app also integrates daily “huddle sheet” data—such as the number of cars being picked up and returned at each location—so frontline teams can better anticipate how busy they will be. 2. **AI-driven roadside assistance agent (“Manny”)** - Built with **Microsoft Copilot Studio**, this agent supports customer service representatives handling roadside assistance and vehicle-related questions. - Instead of manually searching through vehicle manuals on SharePoint, agents can now ask a single natural language question and get a consolidated answer. Across these initiatives, Hertz is using **Power Automate** and **Dataverse** to connect data sources and automate workflows, and it values Power Platform’s tight integration with existing Microsoft tools. The overall goal is to automate hundreds of processes over time, improve employee efficiency, and create more responsive customer support experiences.

Hertz’s AI-driven roadside assistance agent, nicknamed **“Manny,”** is already showing clear benefits in a pilot deployment. **Measured impact so far** - In the initial pilot at one location, Manny has **reduced the time to resolve customer issues by over 15%**. - Employees report that the agent provides detailed, step-by-step instructions that are easy to follow, even for more complex questions like setting up a car’s Wi‑Fi hotspot. **How the agent helps representatives** - When a customer calls with a vehicle question (for example, “How do I lower the convertible top?” or “How do I activate lane assist?”), the representative can ask Manny a **natural language question** instead of searching through multiple manuals. - The agent pulls information from a small set of **trusted sources**, including: - Vehicle manufacturer websites for the specific models in the Hertz fleet. - A government site that provides information based on vehicle identification numbers (VINs). - Online video platforms, so reps can share relevant instructional videos with customers. By narrowing the knowledge sources and refining the agent with clear, natural language instructions in Copilot Studio, Hertz has improved both accuracy and speed. The company plans to roll Manny out to more locations, expecting additional time and cost savings and freeing agents to focus on more complex customer issues.

Hertz chose Microsoft Power Platform and Copilot Studio because they allow the company to move quickly on automation and AI projects while still maintaining control over data, security, and governance. **Key reasons for choosing Power Platform and Copilot Studio** 1. **Tight integration with existing Microsoft tools** - Power Platform connects smoothly with technologies Hertz already uses, such as **Microsoft Teams, Shifts, SharePoint, and ADP**. - For example, the Start My Day app pulls shift data from Shifts and operational data from other platforms into a single planning experience, and shift changes are now **automatically uploaded** to the ADP payroll system instead of being entered manually. 2. **Low-code development and speed to value** - Hertz can build applications and agents with minimal custom code, which shortens development cycles. - The roadside assistance agent Manny was created by a platform developer with **no prior agent-building experience**, yet it reached a high level of performance faster than a traditional custom-coded solution would have. 3. **Balanced enablement and governance** - Hertz views Copilot Studio as providing a “protected wilderness park” environment: makers have freedom to experiment, but within guardrails that protect data and ensure responsible use. - The team can define which data sources the AI can access and refine behavior using straightforward, natural language instructions. 4. **Foundation for future AI capabilities** - Hertz is already exploring **image recognition** scenarios, such as allowing customers to send a photo of a dashboard so the agent can analyze it and suggest fixes. - The company is also interested in **multi-agent orchestration** in Copilot Studio to connect multiple agents for different customer service tasks. Overall, Power Platform and Copilot Studio help Hertz reimagine how work gets done—automating routine processes, improving access to information, and enabling AI-driven support—while keeping governance and data control in focus.