Uber Technologies has eliminated 10% of its customer service workforce as part of a strategy to streamline operations and integrate artificial intelligence into support functions.
The rideshare and delivery company announced the job cuts within its customer service division, framing the reduction as part of a broader organizational simplification effort. The company cited its commitment to "embrace artificial intelligence" as a driving factor behind the workforce reduction.
The cuts represent Uber's latest move to integrate AI across its operations. The company has been investing in machine learning and automated systems to handle routine customer inquiries, potentially reducing the need for human agents in certain roles.
Uber did not specify the exact number of employees affected by the 10% reduction or provide details on severance packages. The company also did not clarify which customer service functions would be most impacted by the transition to AI-driven solutions.
The move aligns with broader tech industry trends, where companies have increasingly deployed AI chatbots and automated systems to manage customer support. These tools typically handle frequently asked questions, account issues, and basic troubleshooting without human intervention.
Customer service jobs have faced particular pressure from AI adoption. Large language models and chatbot technology have become capable of handling many standard support interactions, leading companies across sectors to reassess their human workforce requirements.
Uber's customer service division has historically been a significant operational component, handling disputes, refunds, safety concerns, and driver-related issues across its global platform. The company operates support centers in multiple countries and languages.
The announcement comes as Uber continues to navigate profitability pressures and investor expectations. The company has implemented multiple rounds of cost-cutting measures in recent years, including previous workforce reductions and operational consolidations.
No timeline was provided for the job eliminations or details about whether affected employees would receive transition assistance or retraining opportunities.
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