Uber has reduced its customer service workforce by 10% as it expands its use of artificial intelligence (AI). This marks the first time the company has cited AI as a reason for layoffs.
On July 22, Bloomberg reported that Uber has cut 10% of its 'Community Operations' team, which handles customer service.
Uber explained that the layoffs are part of an effort to simplify its complex organizational structure and enhance AI utilization. Some employees who were working remotely have been asked to relocate to major office hubs.
In a memo to staff, Meggan Yoon, Uber's Vice President of Global Community Operations, noted that the organization had become overly complex and that inter-departmental collaboration was lacking. She emphasized that to effectively leverage AI, it is essential to streamline processes and organizational structures.
This round of layoffs is the second restructuring in the past two months. In June, Uber reduced its 'People' division by 23%, which accounted for less than 1% of its total workforce of approximately 34,000 employees.
* This article has been translated by AI.
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