Uber Cuts 10% of Customer Support Staff, Citing AI Advances

Uber Technologies is laying off 10 percent of its customer support workforce, marking the first time the company has directly tied job cuts to its use of artificial intelligence. The move, reported by Bloomberg, is part of a broader push to streamline operations and integrate AI more deeply into its business.

In a memo to staff, Vice President of Global Communications Megha Yethadka said the department had made “certain progress” with AI but needed a more efficient structure to scale the technology. “Our organization became too complex and fragmented,” she wrote, adding that the company also plans to bring remote employees back to the office. Uber has been ramping up its AI efforts for months: it slowed hiring in May and cut 23 percent of its human resources team in June.

Despite the layoffs, Uber’s revenue has been climbing steadily. However, the company’s net income fell sharply to $263 million in early 2026 from $1.78 billion a year earlier, and revenue slightly missed analyst expectations. The cuts are meant to help Uber refocus and apply AI where it can have the most impact, even as the broader ride-hailing market remains competitive.