Uber only fulfilled 4 rides from AI agents last quarter
Original reporting by The Verge
AI agents refer to third-party artificial intelligence systems designed to autonomously arrange services such as ride-hailing or food delivery on behalf of a user. Despite widespread predictions that these emerging AI tools could significantly disintermediate platforms like Uber, new disclosures indicate the anticipated disruption remains, for now, extremely limited. During a Q3 2026 earnings call, Uber executives revealed that only four rides and approximately 500 Uber Eats orders were facilitated by third-party AI agents, a tiny fraction of its 320 million total transactions.
Uber's Strategy This data offers the first concrete insight into the real-world impact of AI agents, such as Meta’s Muse or OpenAI’s Dots, on established platform businesses. While experts posited these agents could compel users to bypass proprietary apps for direct AI interaction, Uber’s early experience suggests otherwise. CEO Dara Khosrowshahi acknowledged the technology’s nascent stage and expressed openness to working with AI companies to integrate their agents. However, he also voiced strong confidence that customers will continue to prefer the "delightful, easy" experience of the Uber app directly. To reinforce this, Uber is concurrently developing its own AI tools, like the Cart Assistant for Uber Eats, aimed at enhancing user engagement within its platform and firmly retaining its direct customer relationship.
Uber's early disclosure paints a clear picture: the much-discussed threat of third-party AI agents disintermediating major platforms remains largely theoretical. While CEO Dara Khosrowshahi expresses openness to integrating with these emerging technologies, the company's confidence in its direct app experience, coupled with its proactive development of proprietary AI tools like the Cart Assistant, signals a clear strategy. Uber intends to control its customer relationships, leveraging AI to enhance its own ecosystem rather than ceding ground to external interfaces. This initial data point offers a crucial reality check, underscoring the significant hurdles AI agent developers face in gaining traction against established, deeply integrated service platforms.
The Platform Frontier
The implications extend far beyond Uber's balance sheet. This dynamic represents a foundational struggle for the future of digital commerce: who will own the customer interface? AI companies envision a world where intelligent agents seamlessly fulfill user requests across various services, reducing friction and potentially fragmenting the established platform monopolies. Conversely, platforms like Uber are determined to preserve their direct access to consumers, understanding that control over the user experience and data is paramount to their long-term value. As AI capabilities advance, this tension will intensify. The ultimate outcome will shape how consumers interact with essential services, dictating whether we navigate a landscape dominated by super-apps or one mediated by increasingly sophisticated, user-centric AI agents. The battle for the digital intermediary has only just begun, with significant stakes for both tech giants and everyday users.
Frequently asked questions
- How might third-party AI agents disintermediate platforms like Uber, impacting customer interaction?
- Disintermediation occurs when a third party, like an AI agent, facilitates transactions between a consumer and a service provider, bypassing the provider's direct app. For platforms such as Uber, an AI agent could book a ride or order food on behalf of a user, potentially reducing direct engagement with the Uber app itself. While this is predicted by some, current adoption for AI agents on such platforms remains very low, indicating it's still an emerging trend.
- How often do third-party AI agents arrange rides or deliveries through platforms like Uber?
- Usage of third-party AI agents for Uber services is currently minimal. In the third quarter of 2026, only four rides were arranged by these agents. For Uber Eats, approximately 500 orders were fulfilled by AI agents during a recent week, out of 320 million total rides and deliveries. This demonstrates that AI agents are in very early stages of adoption for practical consumer services on large platforms, posing a negligible disintermediation risk so far.
- What is Uber's stance and strategy regarding third-party AI agents accessing its services?
- Uber expresses openness to working with third-party AI companies to facilitate access to its platform. However, the company remains confident that customers will continue to prefer the direct experience of using the Uber app, which it believes offers the most "delightful and easy" service. Uber is also developing its own AI tools, such as the Cart Assistant for Uber Eats, to enhance its proprietary platform and user engagement.