Uber to cut 10% of customer service roles citing AI

Uber is reportedly restructuring its global customer support operations, with around 10% of its Community Operations workforce expected to be affected as the company increases its use of artificial intelligence to improve efficiency.

According to reports, the restructuring is part of Uber's broader strategy to simplify internal operations, strengthen collaboration across office locations, and expand AI-driven customer support solutions. While the company has not confirmed the exact number of job cuts, the move signals a growing shift toward automation in customer service.

The Community Operations team is responsible for assisting riders, drivers, and delivery partners with issues ranging from payments and account access to safety concerns and trip-related support. AI-powered tools are expected to handle a larger share of routine customer inquiries, allowing human agents to focus on more complex cases.

Reports also indicate that some remaining remote employees will be required to return to Uber's office hubs as the company emphasizes greater in-person collaboration alongside its AI transformation efforts.

The latest restructuring follows another workforce reduction within Uber's human resources division earlier this year, reflecting the company's ongoing efforts to streamline business functions while adopting emerging technologies.

Across the technology industry, artificial intelligence is rapidly changing how companies manage customer service, administration, and operational support. Businesses are increasingly deploying AI to automate repetitive tasks, reduce response times, and improve overall efficiency, though the trend has also sparked concerns about long-term employment opportunities.

Industry analysts believe many organizations will continue adopting a hybrid approach, where AI handles routine interactions while human employees manage sensitive or specialized customer issues.

For Uber, the restructuring represents another step in its long-term digital transformation strategy as it seeks to improve operational performance while adapting to the growing role of AI across the global technology sector.