Uber cuts 10% of customer service staff as AI replaces human roles

Uber just became one of the first major tech companies to explicitly say the quiet part out loud: AI is replacing human jobs. The ride-hailing company announced it will cut 10% of its customer service workforce, specifically targeting its community operations team, in what marks the first time Uber has directly tied layoffs to efficiency gains from artificial intelligence. What happened and why it matters The cuts, announced on July 22, are part of a broader effort to simplify Uber’s corporate structure and accelerate AI adoption. Remote employees are also being required to relocate to hub offices under a return-to-office mandate, adding another layer to the restructuring. This isn’t Uber’s first round of layoffs this year. Back on June 3, the company slashed 23% of positions in its People and Places division, which covers HR, recruiting, and facilities management. That earlier round wasn’t linked to AI at all. The numbers behind the AI push are striking. Uber reportedly burned through its entire 2026 AI budget within just four months. Roughly 95% of Uber’s engineers are now using AI assistants in their daily workflows. And about 10% of the code produced by Uber’s engineering teams...