In this article, you will find all highlights, recordings, and useful links regarding the presented features, as well as answers to the most important questions raised by the community.
On April 14, 2026, the MOQO Product Review for the second quarter took place. Under the motto "Full Control on Autopilot", we presented smart automation tools that act as your intelligent operational assistants.
The session covered main topics designed to reduce manual routine tasks, protect revenue more effectively, and streamline support processes: Dynamic Cancellation Fees, the prompt for Cancellation Reasons, and the new Customer Support Engine (incl. AI-Chatbot "Fin" & Resolution Center).
Event Key Facts
Date: April 14, 2026
Format: Online event
Host: MOQO
Upcoming Dates
Next Product Review (Q3/2026): July/August 2026
👉 The invitation will follow shortly.
MOQO Summit 2026: May 5th to 6th, 2026 in Aachen
Focus Topics Q2 2026
In the second quarter of 2026, the product team is focusing on the following:
(Even more / better) Service for drivers: Further development of the AI-supported support to intercept support requests and relieve drivers through self-service options.
Fresh UX for Web & E-Mail: Update of the email templates to adapt to the web booking UX and a fundamental overhaul of the driver profile.
Reduction of friction & effort in driver's license & ID validations: Continuous improvements in driver's license and identity checks during onboarding to reduce friction for providers and users.
Feature Presentations
Dynamic Cancellation Fees & Cancellation Reasons
Protect your revenue specifically with percentage-based fees.
Speaker: Tobias Wosnitza
Youtube: Watch presentation >
Academy: Dynamic Cancellation Fees >
To resolve the discrepancy between flat cancellation fees and actual revenue losses, a dynamic, percentage-based model was introduced. Providers can define up to 4 tiers based on the time remaining until the booking starts, supplemented by a fixed minimum fee. The system now also blocks the subsequent shortening of bookings within the cancellation period to prevent circumvention. In addition, the app now prompts for specific cancellation reasons, which are visible to providers for evaluation.
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Q: Are expired bookings considered separately for the cancellation fees?
A: With "Pay as you book" models, the full booked amount is charged upon expiration anyway, so there is no loss of revenue. There is no special consideration in the new cancellation fees.
Q: Is a fee charged if the system automatically cancels the booking?
A: No, the fee is only charged if the user triggers the cancellation themselves.
Q: What happens if the car is picked up earlier or the start time is brought forward?
A: In the future, providers will be able to configure it so that users can move the start time forward, as long as the total duration of the booking is not shortened as a result.
The new Support Engine for Drivers & Providers
Reduced manual effort with full control.
Speaker: Nils Reißig
Youtube: Watch presentation >
A fundamentally overhauled support system (migration to Intercom) that drastically increases the self-service rate. The AI-chatbot "Fin" uses authenticated MOQO APIs to instantly answer standard driver requests 24/7. Formal complaints or refunds end up perfectly prepared (including photos, booking data, and an AI summary of the complaint) directly in your new Resolution Center. In addition, "Fin" now also helps you as a provider directly in the Provider Academy by providing targeted answers to setup questions.
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Q: Why are there now two parallel boards for providers (Provider Task Board and Resolution Center)?
A: The current setup is an intermediate step in the portal overhaul. In the long run, the goal is to no longer have two separate boards.
Q: Where does the Resolution Center get its information from? Does it only come from the AI "Fin"?
A: No, the information comes directly from the form that the user fills out when opening the support case.
Q: Where does the chatbot "Fin" get provider-specific content like cars and booking details?
A: "Fin" accesses it via the same authenticated internal APIs that the MOQO app uses. The data is retrieved live and not stored externally.
Q: Does "Fin" also have access to external content (e.g. Google)?
A: Free "Googling" for external content is not yet possible. Fin currently only knows stored FAQs and Academy content.
Workshops
Info: What happens in the workshop stays in the workshop. This way, these sessions offered a "safe environment for information sharing", so no recordings are available.
W1 - Build a Fee Setup (EN)
Moderator: Tobias Wosnitza
Best practices and setting up dynamic fees together.
W2 - Making optimal use of the fee setup (DE)
Moderator: Stefan Heinz
German-language session on the ideal configuration of cancellation fees and system setup.
W3 - Ask Fin & Academy (DE/EN)
Moderator: Nils Reißig & Luisa Mangen
Interactive workshop to gather provider feedback regarding the future support workflow ("Next gen provider support") and the Provider Academy.