When and why would anyone need to see the driver or the driver a CS rep? How does that help in any kind of scenario that is relevant to driving a rental vehicle? Seriously, can anyone come up with a legitimate and relevant use-case?
Honestly, I think its one of those features that provides no actual value but looks good in commercials. That doesn't mean its not something a company would choose to provide, though,
Given they already have that, adding it to their cars doesn't seem like that much of a stretch.
I would rather have waited in line for another twenty minutes and dealt with a live human being than go through that atrocity. They even had two people just standing around to direct customers to the stupid video terminals. Just put them behind the counter and make them normal clerks!