The transition to AVs won't be a sudden replacement of human drivers. Uber's CEO argues that for the next two decades, a hybrid network where humans and AVs coexist will be a more efficient and effective solution, allowing for a responsible transition while serving diverse customer preferences.
AV companies naturally start in dense, wealthy areas. Uber sees an opportunity to solve this inequality by leveraging its existing supply and demand data in underserved areas. This allows it to make AV operations economically viable in transportation deserts, accelerating equitable access to the technology.
Uber has no intention of owning massive AV fleets. Instead, it plans to prove the revenue model for robo-taxis and then enable financial institutions and private equity firms to purchase and operate the fleets on its platform, similar to how REITs own hotels managed by Marriott.
After a fatal accident with its own AV program, Uber pivoted. Instead of building cars, its long-term strategy is to be the essential demand-generation platform for every AV manufacturer, aiming to maximize the utilization and revenue of any "box with wheels" from any company.
An attempt to use AI to assist human customer service agents backfired, as agents mistrusted the AI's recommendations and did double the work. The solution was to give AI full control over low-stakes issues, allowing it to learn and improve without creating inefficiency for human counterparts.
Counterintuitively, Uber's AI customer service systems produced better results when given general guidance like "treat your customers well" instead of a rigid, rules-based framework. This suggests that for complex, human-centric tasks, empowering models with common-sense objectives is more effective than micromanagement.
While known for external AI applications, Uber's CEO reveals the most significant value from AI comes from internal tools that enhance developer productivity. AI agents for on-call engineering make engineers "superhumans" and more valuable, leading Uber to hire more, not fewer, engineers.