# Self-drive car rental demo call: Settles a scratch charge dispute using the pickup photos, and drops the charge

> A customer is told ₹6,500 will be cut from his deposit for a bumper scratch and says it was already there. The AI pulls the timestamped pickup photos, finds the scratch at pickup, drops the charge, apologises, releases the deposit with a date, and flags the inspection miss to the branch, without blaming the staff member by name to the customer.

- Page: https://www.brandbakery.tech/demos/car-rental-damage-dispute
- Last updated: 2026-10-22

Breadcrumb: [Home](https://www.brandbakery.tech/) > [Demos](https://www.brandbakery.tech/demos) > Self-drive car rental

Demo business, not a client. Safarnama Self Drive, Goa is an invented business. Scripted call, audio not recorded yet. The business is invented, and the AI says it is an AI at the start of the call.

- **Language:** Hinglish
- **Direction:** Inbound
- **AI voice:** Sarvam Bulbul, simran_enhi_customer (caller: shubh_hi_customer)
- **Audio:** not recorded yet (transcript only)

## What it did

- Checked timestamped pickup photos, not guesswork
- Scratch found at pickup
- Charge dropped, mistake owned
- Fuel, km and challans checked: full deposit back
- Inspection miss sent to the branch with photos (handed to a person)

## Transcript

**AI employee:** नमस्ते, Safarnama Self Drive। मैं यहाँ की AI assistant हूँ, और ये call record हो रही है। अपना booking number बताइए। (Hello, Safarnama Self Drive. I am the AI assistant here, and this call is recorded. Please give your booking number.)

**Caller:** S S आठ आठ दो एक। कल गाड़ी return की, और अब message आया कि bumper पर scratch है, साढ़े छह हज़ार deposit से कटेंगे। वो scratch पहले से था! मैंने कुछ नहीं किया। (SS8821. I returned the car yesterday, and now a message says there is a scratch on the bumper and six and a half thousand will be cut from the deposit. That scratch was already there! I did nothing.)

**AI employee:** समझ गई, अगर scratch पहले से था तो charge गलत है। मैं अंदाज़े से नहीं, photos से देखती हूँ। Pickup के समय app में गाड़ी की photos timestamp के साथ ली जाती हैं। मैं वो और return वाली photos दोनों खोल रही हूँ। (Understood; if the scratch was already there, the charge is wrong. I will check from the photos, not by guessing. At pickup, the app takes photos of the car with timestamps. I am opening those and the return photos.)

**Caller:** देखो, front bumper, left side। (Look, front bumper, left side.)

**AI employee:** देख रही हूँ। Pickup की photo नंबर चार, सत्रह तारीख, सुबह नौ बजकर दस minute, front bumper left side। Scratch उसी जगह, उसी लंबाई का, pickup पर भी दिख रहा है। Return की photo में भी वही है, कोई नया निशान नहीं। (I am looking. Pickup photo number four, the 17th, 9:10 am, front bumper left side. The scratch is in the same place and the same length at pickup too. The return photo shows the same thing, with no new mark.)

**Caller:** तो? मैंने बोला था ना। (So? I told you.)

**AI employee:** आप सही थे। साढ़े छह हज़ार का charge मैं अभी हटा रही हूँ, और इसके लिए माफ़ी चाहती हूँ। Return inspection में pickup photos से मिलान नहीं हुआ, ये हमारी गलती है। (You were right. I am removing the six-and-a-half-thousand charge right now, and I apologise. The return inspection did not match against the pickup photos; that is our mistake.)

**Caller:** और deposit कब आएगा? पूरे दस हज़ार? (And when will the deposit come? The full ten thousand?)

**AI employee:** Fuel और km check कर लेती हूँ। Fuel full return हुआ, km limit के अंदर, कोई toll या challan pending नहीं। तो पूरे दस हज़ार वापस होंगे। Refund आज initiate हो रहा है, उसी card पर, और bank के हिसाब से पाँच से सात working days लगते हैं। (Let me check fuel and kilometres. Fuel was returned full, kilometres within the limit, and no toll or traffic challan pending. So the full ten thousand comes back. The refund is initiated today, to the same card, and banks take five to seven working days.)

**Caller:** पाँच से सात दिन? Charge तो तुरंत लगा दिया था। (Five to seven days? You put the charge on instantly.)

**AI employee:** ये बात सही है, और मैं इसे जल्दी नहीं कर सकती, bank का process है। मैं आपको refund का reference number SMS पर भेज रही हूँ। अगर सात working days में ना आए, तो उसी reference के साथ इस number पर call कीजिए, मैं bank से trace करवाऊँगी। (That is fair, and I cannot speed it up; it is the bank's process. I am sending you the refund reference number by SMS. If it has not arrived within seven working days, call this number with that reference and I will have it traced with the bank.)

**Caller:** ठीक है। और जिसने ये गलत charge लगाया? (Okay. And whoever put on this wrong charge?)

**AI employee:** Branch manager को मैंने ये case photos के साथ भेज दिया है, ताकि inspection में pickup photos से मिलान हर बार हो। आगे की बात branch अंदर देखेगी। आपको इस गलती की वजह से जो परेशानी हुई, उसके लिए फिर से माफ़ी। (I have sent this case with the photos to the branch manager, so returns are always matched against pickup photos. The branch will handle it internally from here. Sorry again for the trouble this mistake caused you.)

**Caller:** चलो, कम से कम आपने photos देखीं। पिछली बार कोई सुनता ही नहीं था। (Okay, at least you looked at the photos. Last time nobody listened at all.)

**AI employee:** Recap: scratch का charge हटा दिया गया, pickup photo नंबर चार में scratch पहले से था। पूरा दस हज़ार deposit आज initiate, पाँच से सात working days, reference SMS पर। Branch को inspection की गलती बताई गई। धन्यवाद, और अगली trip के लिए आपका स्वागत है। (Recap: the scratch charge is removed; pickup photo four shows the scratch was already there. The full ten-thousand deposit is initiated today, five to seven working days, reference by SMS. The branch has been told about the inspection miss. Thank you, and you are welcome on your next trip.)

## Start

Hear it answer your own number: https://www.brandbakery.tech/contact. More demos: https://www.brandbakery.tech/demos.

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Brand Bakery is a design-first digital studio in New Delhi. Start an enquiry at https://www.brandbakery.tech/contact or email support@brandbakery.tech. This is the Markdown copy of https://www.brandbakery.tech/demos/car-rental-damage-dispute; the site index for language models is https://www.brandbakery.tech/llms.txt.