Uber has reportedly cut around 10% of its customer service workforce as the ride-hailing company expands its use of artificial intelligence to handle customer support.

The restructuring, confirmed on Thursday, comes as Uber increases its reliance on AI tools to manage millions of customer interactions, including trip disputes, refund requests, lost items and account-related issues.

Although Uber has not disclosed the exact number of affected employees, the cuts mark another example of AI reshaping customer service operations across the technology industry.

Uber Expands AI-Powered Customer Support

Customer service is increasingly becoming a major area for AI adoption, particularly for companies handling large volumes of repetitive requests.

Uber's AI systems are being used to handle routine enquiries that previously required human agents, helping the company respond to customers faster while reducing operational costs.

For a platform operating across more than 70 countries and facilitating millions of rides, automating common support requests could deliver significant efficiency gains.

A Growing Shift Away from Repetitive Roles

Uber's move reflects a broader trend across the technology sector, where companies are turning to AI to automate structured and repetitive work.

Klarna, for instance, has said its AI assistant handles work equivalent to hundreds of customer service agents, while companies including Duolingo and Salesforce have also linked workforce changes to increased AI adoption.

However, AI-driven customer support still faces limitations when dealing with more complex cases, including disputed cancellation fees, surge pricing complaints, lost belongings, fraud-related account restrictions and complicated billing issues.

These situations often require context, judgement and empathy, raising questions about how much customer service companies can automate without affecting the customer experience.

The Challenge of Balancing AI and Human Support

For Uber, the challenge will be finding the right balance between AI-powered efficiency and access to human support when automated systems cannot resolve an issue.

While AI can quickly handle straightforward requests, customers dealing with unusual or sensitive problems may still expect a human agent who can understand their situation and make decisions beyond predefined processes.

The layoffs also highlight a wider concern about AI's impact on employment, particularly in roles built around repetitive digital tasks. As companies continue restructuring around AI, the debate is shifting from whether businesses will adopt the technology to how much of the workforce will be affected by it.