Uber launches AI-powered chatbot enabling its Delhi-NCR customers to book rides through WhatsApp

Uber has launched an AI-powered chatbot enabling its Delhi-NCR customers to book rides through WhatsApp, created by Infobip.

A global first initiative, the chatbot has been built and deployed on the WhatsApp for Business platform using Infobip’s chatbot building platform. The experience is now available for Uber rides across Delhi-NCR, one of Uber’s top cities globally. The launch comes after a pilot in Lucknow in December last year, where Uber received a significant proportion of ride requests from new users.

According to Gartner by 2025 80 per cent of customer service organisations will have abandoned native mobile apps in favour of omnichannel messaging to deliver a better customer experience.

Abhilekh Kumar, Director, Business Development at Uber India South Asia, said: “We want to make it as easy as possible for our new sets of consumers to take an Uber trip, and to do that we need to meet them on platforms they are comfortable with. Our partnership with WhatsApp enables that, giving riders a new way to book a ride through a simple, familiar, and trusted channel. We are pleased to co-create the chatbot feature with Infobip for an altogether new customer experience while booking an Uber ride.”