Uber Eats Introduces Live Chat and AI Tools for Merchants

Uber Eats Enhances Merchant-Customer Communication

Uber Eats announced a suite of new features aimed at reducing order errors and improving merchant support. The headline is “Live Order Chat,” which lets restaurants and merchants message customers directly after an order is placed. From confirming replacements for sold-out items to clarifying allergy notes, this tool keeps the conversation active until the handoff is complete.

Live Order Chat in Action

With Live Order Chat, merchants can reply to customers who reach out first—customers can’t initiate chats, but can respond once contacted. The thread stays open for both delivery and pickup orders until the courier or customer collects the food. This mirrors DoorDash’s recent move, signaling a broader push toward real-time support.

New AI Tools for Merchants

• AI-powered review summaries to surface common praise and complaints
• AI-generated item descriptions that highlight ingredients and flavor profiles
• Image enhancement algorithms that improve lighting, framing, and even replate food photos

Customer Photo Submissions

Uber Eats now encourages users to upload their own dish photos via the rate order screen. Selected images earn customers $3 in Uber Cash across the U.S., Canada, Mexico, and the U.K. This crowdsourced approach fills menu gaps and boosts order confidence by showcasing real-world plating.

By combining live chat with AI-powered insights and visuals, Uber Eats is aiming to reduce friction at every step of the order journey. Real-time dialogue tackles mistakes as they happen, while AI tools help merchants understand feedback at scale and present their menus more compellingly.

For restaurants and delivery platforms, adopting these features means fewer refunds, higher ratings, and stronger customer loyalty. As competitors roll out similar tools, the ability to integrate chat, analytics, and image enhancement will become table stakes in the race for better online dining experiences.