Its own explanation is more specific and potentially more important for how customer support jobs evolve. Yethadka wrote that Uber's Community Operations organization had become "too complex and siloed" and that "to unlock this potential, we need an effective organization to layer AI on. Customer support is therefore one part of a broader experiment: whether AI can allow large organizations to accomplish more work with smaller teams. But there is reason not to treat the current wave of cuts as proof that human customer service is disappearing. Uber's restructuring suggests it believes AI can absorb more of the predictable workload while a smaller human organization handles those exceptions.