Uber Eats Launches Real-Time Order Chat, AI Tools to Enhance Service

Uber Eats, the food delivery service of Uber Technologies Inc., has introduced a new feature that allows restaurants and merchants to communicate directly with customers regarding their orders. This initiative aims to minimize order-related issues and enhance the overall user experience. The new "real-time order chat" function enables merchants to send messages to customers in real-time, confirming out-of-stock items, clarifying special requests, and verifying dietary preferences or allergies.

The feature is designed to be unidirectional, meaning customers cannot initiate conversations with merchants. Instead, merchants can only send messages to customers, who can then respond. This functionality is applicable to both delivery and takeout orders and will cease once the food is handed over to the delivery person or picked up by the customer. This development comes three months after Uber Eats' competitor introduced a similar feature allowing merchants to communicate directly with customers to resolve order issues. The new chat function is part of Uber Eats' broader strategy to improve its service offerings and stay competitive in the food delivery market.

In addition to the real-time order chat feature, Uber Eats has also launched new AI-powered tools for merchants. These tools include AI-generated customer review summaries, which help merchants understand feedback more efficiently. The platform also offers AI-generated menu item descriptions to assist users in making informed decisions about their orders. Furthermore, Uber Eats is utilizing AI to enhance the quality of food images, improving aspects such as lighting, resolution, composition, and presentation. For instance, if a photo of food in a takeout box is uploaded, AI can generate an image of the same dish presented on a plate.

Uber Eats is also encouraging users to take photos of their delivered meals. The company believes that seeing images of the food can increase the likelihood of customers placing orders. Users who submit photos that are selected and published, and who are located in the United States, Canada, Mexico, or the United Kingdom, can earn 3 dollars in Uber Cash. To submit a photo, users need to click the "add photo" button on the rating page after their order is delivered.