Uber has laid off 10 percent of its customer service team, attributing the cuts to the implementation of artificial intelligence (AI) in operations, according to Bloomberg. An Uber spokesperson stated the layoffs are intended to “simplify operations, strengthen in-person collaboration and continue to embrace AI.” The affected division, Community Operations, encompasses Uber’s global customer support network across various businesses and languages.
Megha Yethadka, Uber’s vice president of global community operations, informed her team that the organization had become “too complex and siloed.” She noted that while progress has been made in AI, a more effective organizational structure is required to scale its use. Bloomberg did not disclose the specific applications of generative AI that prompted the job cuts.
Improvements in voice AI have enabled more natural communication and better understanding of customer needs. Alongside the layoffs, Uber has directed remote employees to relocate to hub offices as part of its return-to-office policy. The company had previously stated that it would slow hiring due to the integration of AI technologies.
Uber’s job cuts follow a trend among technology firms leveraging AI to restructure their operations. In June, Oracle announced the reduction of 21,000 roles worldwide citing AI adoption. Snap laid off approximately 1,000 workers in April, reportedly to replace positions with AI. Meta also recently reduced its workforce by 10 percent, impacting 8,000 jobs, and shifted 7,000 staff to new divisions focused on AI development.
