United StatesTravel and aviation2026 – ongoing

Hertz

Manny, a Copilot Studio agent for roadside and technical support

Hertz cut customer issue resolution time by 15% in a pilot of its Manny AI agent

In progressCompany's own claim

Problem

Hertz staff answered customers' technical and roadside-assistance questions by searching vehicle manuals on an internal SharePoint site by hand.

Approach

Hertz built Manny in Microsoft Copilot Studio as part of its Power Platform work. The agent draws on manufacturer websites, a government site and online videos that staff can share with customers. It was piloted at one location. Hertz planned a wider rollout and features such as image recognition.

Results

15%reduction in time to resolve customer issues in a pilot at one location, as reported by Technology RecordCompany's own claim[1]

Takeaway

The result comes from a single-location pilot. Hertz had not reported figures from a wider rollout.

Sources

Hertz cuts customer response time by 15 per cent while piloting an AI agent built on Power Platform
Technology Record15 Jan 2026News article

Source summaries

[1]Technology Record15 Jan 2026

Technology Record described Manny, a Copilot Studio agent that helps Hertz staff answer roadside and technical questions. A pilot at one location cut the time to resolve customer issues by 15%. Hertz planned a wider rollout.

Full details are in the original sources.

Added 2 Nov 2026 · Updated 2 Nov 2026