Uber cuts about 10% of customer-service roles as AI chatbots expand
The ride-hailing company is shifting customer-service work to app-based AI chatbots after reducing its customer service and community operations workforce.
Uber has cut about 10% of its customer service and community operations roles as it expands AI-powered support through its app, according to reports by Yahoo Finance and Moneycontrol. The reports did not specify the number of jobs affected.
The change shifts more customer interactions to AI chatbots rather than human agents. It is part of a wider 2026 pattern of reductions in customer-service work, although the findings indicate that some companies are maintaining staffing levels or later rehiring under different job titles.
Goldman Sachs analysis cited by Outsource Accelerator found US call-centre employment running 39% below its historical trend. That broader measure does not establish that every reduction was caused by AI, but it shows the pressure on the sector.
For employers planning a similar restructure, the legal question is whether the AI deployment genuinely removes or materially changes roles—not whether an individual worker has underperformed. In Australia, map the duties being automated, consult affected employees before deciding redundancies, and assess reasonable redeployment into remaining customer-support, escalation or quality roles before issuing notices.
- Uber cut about 10% of customer service and community operations roles.
- The company shifted more support interactions to app-based AI chatbots.
- Reports did not provide an absolute number of affected employees.
- Goldman Sachs analysis cited in the findings put US call-centre employment 39% below its historical trend.
For employers: Document which duties the AI system removes or changes, consult before making final decisions, and assess reasonable redeployment options so any redundancy is genuine rather than a performance-based dismissal.
Sources: AI begins replacing call center workers as companies like CBA, Microsoft, Uber slash customer service jobs · Call center jobs are 39% below trend, Goldman Sachs analysis finds
General information for employers, not legal advice. Reporting summarised from the linked sources; confirm details with the primary source.