Overview
A platform that lets one remote agent serve many physical rental locations at once — through kiosks, smart lockers, and integrated hardware — replacing the on-site counter with video-assisted service.
Challenge
Rental companies wanted to cut staffing cost without losing service quality, especially in low-traffic hours. The system had to degrade gracefully across flaky networks and mixed hardware, in multiple countries, without breaking the customer experience.
Approach
A video-assisted service model, multi-tenant from day one, built hardware-reliability-first.
Solution
Real-time video over WebRTC with Cloudflare SFU/TURN, including reconnection recovery and TURN refresh. Native Tauri desktop apps for unattended kiosks, with encrypted local storage (Windows DPAPI + SQLite) and auto-update. Computer-vision identity verification (MediaPipe) and OCR document pipelines. Local analysis servers that take call video and audio and return AI summaries, bullet points, and structured insight. Live transcription and translation (AWS) to cross language barriers on calls. Multi-tenant data isolation with per-client deployment channels. Integrations with payment processors, fleet-management systems, and smart-locker hardware.
Results
Represented at the International Car Rental Show 2024–2026 and other national industry events. Enterprise integrations and SOC 2 / ISO 27001 evaluation in the pipeline. Taken 0→1 as lead technical architect to dozens of active client companies across the US, Europe, and Latin America.
Reflection
The hardest problem was never a single component. It was designing a system where hardware failures, network drops, and business-logic quirks across multiple countries all degrade gracefully — without the customer ever seeing it break.