How Uber Uses Communications Intelligence to Improve Your Experience

At Uber, we use technology with the goal of making every interaction you have with us clearer, safer, and more useful. That includes the ways we monitor and analyze certain communications on our platform — like messages and calls between you and Uber, and, in some cases, messages and calls between users (for example, riders and drivers, or eaters and couriers) that happen through Uber’s in‑app tools.

This page explains, in straightforward terms, what we do and why.

What “communications intelligence” means for you

“Communications intelligence” is how we describe the systems that help us further understand messages and calls on Uber — for example:

• Spotting potentially unsafe or abusive language in chats routed through Uber
• Detecting fraud and account takeover attempts
• Identifying confusing or misleading messages so we can improve our templates and product flows
• Measuring whether our notifications (like trip updates or support follow‑ups) are actually helpful

What we monitor — and how

For voice, chat, SMS, email, and other messages and calls that Uber facilitates, including in-app chat, calling between users, SMS or WhatsApp relays, and certain communications we facilitate with third-party apps, our technology may automatically analyze things like message text, voice recordings or transcripts, timing, delivery status, and how often conversations lead to issues or escalations. These processes may include the use of automated systems, including AI and machine learning tools, to help analyze and categorize communications. Our systems may also automatically detect certain types of personal information or unusual sharing patterns to help prevent scams, account takeovers, and other fraud. In certain cases, trained specialists may review these communications. For example, to investigate a safety report, address suspected fraud, or resolve a complex support case.

We design these tools with privacy and security in mind, using access controls, audit logs, and strict internal policies to help protect your information.

When you use Uber’s communication tools, our systems may automatically analyze:

• Content and metadata: message text, timestamps, delivery status, and limited technical information (like language or channel type).
• Response patterns: whether messages are opened or frequently escalated to support.
• Safety and trust indicators: phrases or behavior that may suggest harassment, scams, or other violations of our Community Guidelines.

Why we do this

We use communications intelligence to:

• Increase user protections
  Detect patterns linked to harassment, fraud, or other harmful behavior, and to identify accounts for review when something goes wrong.
  
• Make communication clearer and more useful
  Reduce confusing or repetitive messages, improve translations and tone, and tailor communications so you get the right information at the right time.
  
• Improve support and reliability
  Help our teams understand where instructions or flows are breaking down, so we can fix issues faster and design better experiences.
  

Your choices and controls

You can manage many of your communication preferences, such as marketing emails, SMS, and push notifications, through your account settings. Please refer to the Privacy Notice to learn more about Uber’s privacy practices.

However, certain monitoring cannot be opted out of. Automated analysis for safety and security purposes, such as detecting harassment, fraud, and account takeover attempts, is fundamental to how Uber operates and applies to all in-app communications. These safeguards are in place to protect everyone on the platform, including you.

We’re committed to using communications intelligence responsibly: with clear purpose, limited access, and safeguards designed to protect your privacy while still delivering a safer, more reliable experience every time you use Uber.