Global ride-hailing giant Uber recently announced that it will cut about 10% of its customer service staff to accelerate the deployment of AI technology. This decision is expected to affect hundreds of employees and is the latest step in Uber's continued investment in the AI field.
An Uber spokesperson said the company is using AI to automate the handling of common customer service issues, thereby reducing reliance on human agents. By training large language models, the intelligent assistant can resolve inquiries from passengers and drivers more quickly and accurately. Uber emphasized that this adjustment is aimed at optimizing operational efficiency and providing users with a more consistent service experience.
However, the layoff news has triggered strong reactions from employees and unions. Critics pointed out that Uber neglected employee rights while pursuing technological upgrades. Some economists warned that AI may accelerate the replacement of jobs such as customer service, and society needs to prepare for the transformation of the workforce.
Notably, this is not the first time Uber has adjusted its teams due to AI. Last year, the company had already introduced automation tools in its research, development, and operations departments. Analysts believe that with the maturity of autonomous driving and AI customer service, Uber's workforce structure will continue to change.
Currently, Uber has declined to disclose the specific number of layoffs but stated that it will provide severance pay and career transition support. The company still plans to continue hiring in AI research and development to strengthen its technical capabilities.