Uber trims 10 pc of customer service staff amid AI efficiency push
New Delhi, July 23
Uber Technologies has reduced nearly 10 per cent of its customer service workforce as the ride-hailing company reshapes its operations around artificial intelligence and a leaner organisational structure, according to multiple reports.
The latest job cuts affect employees in Uber's community operations division, which handles customer support, they added.
Reports suggest the company is also requiring remote employees in the unit to relocate to designated hub offices as part of its broader return-to-office strategy.
The restructuring comes as Uber looks to streamline internal processes and expand the use of AI across its operations.
In an internal communication -- cited by the reports -- the existing organisational structure had become fragmented, making it difficult to fully leverage next-generation AI technologies.
The development is significant as it marks the first instance of Uber directly associating workforce reductions with its AI strategy.
It follows another round of layoffs in June, when the company eliminated about 23 per cent of roles in its people division, impacting less than 1 per cent of its global workforce of around 34,000 employees.
Earlier, Uber had indicated that wider deployment of AI within the company would slow the pace of hiring.
It continues to advertise more than 500 vacancies, including engineering positions linked to its autonomous mobility and robotaxi programmes.
The latest round of layoffs also comes amid a broader wave of job cuts across the global technology industry.
According to a recent report, more than 1 lakh tech jobs were eliminated during the first five months of 2026, with May alone accounting for nearly 28,900 layoffs. Data from layoff tracker Layoffs.fyi showed that 1,16,739 technology employees had lost their jobs globally.
Several major technology companies, including Uber, Meta, Cloudflare, Intuit, PayPal, Cisco, Quora and Coinbase, have announced workforce reductions as they focus on cost optimisation, restructuring and greater use of AI, it added.
— IANS
Reader Comments
It's a bitter truth, AI is replacing humans. But on the other hand, it also creates new jobs in tech. Indian IT folks should upskill themselves in AI/ML to stay relevant. Just my two cents.
Uber is cutting jobs but still hiring for robotaxi engineers? Irony hai bhai! Woh driverless cars bana rahe hain, aur aaj customer support walo ko nikal diya. Kal drivers ki bari ayegi. 🤔
As a customer, I don't mind AI chat bots for basic stuff, but for real issues like lost items or fare disputes, you need a human. Hope Uber doesn't compromise on quality of service.
Arey yaar, this is the problem with MNCs. They hire thousands in India for customer support, then fire them when AI comes. The government should regulate this. Workers shouldn't suffer for corporate profits! 💪
Layoffs are scary, but AI efficiency could mean cheaper rides for us. Just hoping the remaining staff gets proper training and support. Change is inevitable, but it can be managed with compassion.
K Kavya N Must say, this is a We welcome thoughtful discussions from our readers. Please keep comments respectful and on-topic.