# Uber cuts customer service jobs citing AI efficiency gains Uber lays off 10% of support staff and mandates office returns to 'unlock AI potential'. - **Source:** [Business Insider](https://www.businessinsider.com) - **Published:** 2026-07-23 - **Topic:** [Business](https://brifing.si/c/business) - **Original article:** - **On Brifing:** https://brifing.si/s/a3c010c7-6166-4555-ae50-9e251e60ded4 ## AI-Driven Transformation Uber is eliminating 10% of its global customer service team, citing efficiency potential from AI technologies. The company states AI offers opportunities to accelerate operational outputs and scale customer solutions more effectively. ## Office Return Mandate Uber is forcing remote customer service employees back to offices. Under new policy, workers must relocate to cities with Uber offices and work onsite 3 days weekly. The company claims this will strengthen in-person collaboration for AI implementation. ## Structural Overhaul Uber's VP Megha Yethadka emphasized that scalable technology can't be built on fragmented processes. The company is implementing deep organizational changes to fully leverage AI's potential across its operations. ## Industry-Wide AI Wave Uber joins tech peers like Block, IBM and Snap in AI-motivated layoffs this year. The transformative impact of AI on workforce structures is becoming increasingly evident across the technology sector globally. ## Previous Workforce Reductions Last month Uber cut 25% of HR and recruiting staff, though those layoffs weren't AI-related. CEO Khosrowshahi had previously announced hiring slowdowns to prioritize AI investments across the company's operations. ## Workforce Strategy Inflection Uber's move signals a new phase in tech companies' AI-driven operational transformations. The balance between efficiency gains and human capital management is emerging as a critical industry-wide discussion point. ## Sources covering this story - https://www.businessinsider.com/uber-layoffs-ai-prompts-cuts-to-customer-service-jobs-2026-7 — --- _Summary written by Brifing from the original reporting. Copyright in the original article belongs to its publisher; read the full piece at the link above._