Uber cuts 10% of customer service staff, citing AI-driven automation

Uber announced a reduction of about 10% of its Community Operations workforce, the division that handles customer support for riders, drivers and delivery partners. The layoffs are linked to increased use of artificial intelligence tools that can answer routine queries, process refunds and route complex cases. The company said the move will simplify operations, improve collaboration and allow it to focus on AI‑enabled services. Affected remote employees have been instructed to relocate to one of Uber’s main hub offices and return to on‑site work. Megha Yethadka, vice‑president of Community Operations, explained that the previous structure had become fragmented and that AI integration requires a more unified process. Uber employs roughly 34,000 staff globally, not counting its millions of independent drivers, and continues recruiting for technical roles related to autonomous‑taxi collaborations.