Uber reduces roughly 10 per cent of its customer-service roles as it accelerates the use of artificial intelligence across operations.
The ride-hailing firm stated the decision is part of building a “more connected, modern, operationally-excellent organisation.” In an internal note, Jill Hazelbaker, president and chief corporate affairs officer mentioned that some support teams had become too fragmented, with overlapping responsibilities that slowed decision-making.
The restructuring aims to bring teams closer to riders, drivers and business partners. Uber has been expanding AI tools to handle routine customer queries, and Dara Khosrowshahi, CEO recently noted that about 10 per cent of company code is now written by AI agents. Adoption has also grown in legal and marketing.
The company’s tech leadership revealed in April that Uber hit its full-year AI budget within four months, leading to new caps of $1,500 per month per agentic coding tool.
Uber clarified that while AI is enabling the shift, the layoffs are tied to broader operational efficiency. The company employs over 34,000 people globally, with 10 million drivers classified separately as contractors and unaffected.
Support will be provided to impacted employees as they exit. The move mirrors a wider industry trend of tech firms trimming roles while ramping AI investment to cut costs and speed up service.
