Earlier quoted context omitted.
I had the misfortune to be on the receiving end of their stupid AI recently. I posted a ticket saying i was overcharged unfairly for a trip, and a bot resolved the issue and sent a reply apologising for the incovenience and hoping i use uber again soon. I demanded to speak to a human, but got the same automated reply again! Boooooo!
>I demanded to speak to a human, but got the same automated reply again! Why? It's a low margin business and stuff like this drives up cost for everyone. I'd rather have low cost rides than talking to human support
To be picky, it is a negative margin business (at least until now).
Still this is not a reason to have not decent customer support.
The usual approach (not necessarily by Uber, almost everyone is on this - IMHO flawed - track) is the periodical announcement roughly on the lines of "our automated, automagical AI/whatever is so perfect that the service/product was so bettered that the need for support was reduced to 0.0000000000001% of customers". (which is good)
Then, IF it was actually true (it usually isn't) that single request every zillion transactions/sales could be actually dealt with properly with a marginal cost by a human (possibly someone actually capable and with the powers to actually provide some form of remediation).