Uber engineers book the AI ride to productivity

Generative artificial intelligence (Gen AI) and Agentic AI are making some critical interventions in Uber's core operations, thus improving productivity of its engineers, said an executive of the ride-hailing platform.

- AVIK DAS

Some of these operations include customer support, relooking at the engineering development lifecycle and easing up driver on-boarding.

A lot of these systems used to be manually operated but AI agents and automation have reduced human intervention over the last few years.

"Let us consider that drivers are not able to go online. We have 3,000 services internally and the problem is where to start," Praveen Neppalli Naga, global chief technology officer (CTO) of mobility and delivery, said in an interaction with Business Standard.

He added, "Now, we have a graph of all service calls which are monitored by AI and so if something is failing, we are able to identify the error quickly and detect the area of failure."