Artificial intelligence can lead to surprises in all sorts of places where a bill once would have been considered settled.
The use of AI by Hertz (and European car rental company Sixt) to scan for damage on cars, which is then charged to the customer, is a new application of the technology that is creeping into consumer life unnoticed. But it won’t be the last unexpected adjustment to the travel experience courtesy of AI.
Experts say consumers should expect to see businesses across the service industry deploying similar technology in the future, if they aren’t already.
“As businesses seek to automate loss prevention and operational efficiency, we’re witnessing the emergence of what I call ‘algorithmic auditing’ – the systematic deployment of AI to identify, classify, and monetize previously overlooked inefficiencies or losses,” said Shannon McKeen, professor of the practice and executive director for the Center for Analytics Impact at Wake Forest University School of Business. The Hertz program, recently reported on by the New York Times, is the beginning of what McKeen describes as a broader transformation, and new fault line, in the service economy.
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